Why Do Human Beings Need New ‘Tools’?
Read moreLately I have been working on a reinforcement initiative with one of my clients. We have trained their employees...
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How Mystery Shopping Can Help You to Feel the Customer’s Experience
Read moreI am a true believer in learning by observing the “real” world. That is why, last week, I spent...
Great Service from a Bulk Food Discount Store?
Read moreWell, I love great service, and I expect it from the upscale companies who charge more and put a...
It’s Service Malpractice
Read moreRecently we called a contractor to evaluate a leak in our house. There was an obvious crack on an...
They Dress Up for Work Now
Read moreConfidence is a funny thing; it affects people in different and unexpected ways. For a client call center, I...
Are Your People Robots or People?
Read moreI am an on-line shopper out of necessity. I really like to go “shopping” into stores and malls, but...
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