Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the blackboard below covering an entire wall in what would normally be a staff only area....
Amazing Service Begins with Engaged Leaders

Amazing Service Begins with Engaged Leaders

Providing service to customers is not as hard as some make it seem. It does take diligence and effort to do it exceptionally well. In its simplest form, it is about treating customers with courtesy and respect. Unfortunately, in the business world we often lose sight...
Five Best Practices to Tighten Field Service Appointment Windows

Five Best Practices to Tighten Field Service Appointment Windows

Guest post from Mark Wilburn, CTO of SkyCreek Corporation. In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: customers often see little differentiation between brands, can easily gain information on...