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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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  When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]
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Every time a customer interacts with your organization, an impression is formed. These interactions are opportunities to elevate your customers’ experience from the ordinary to the extra-ordinary. A Service Map is a tool to reinforce looking through the lens of the customer mindset, but also a tool for making organizational processes more customer-friendly. It should […]
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  Last week I stayed at the Westin in Mumbai Garden City and it was a fabulous experience the entire time! The staff was amazing. Everyone exuded a welcoming demeanor from the front desk receptionists to the housekeepers to the dining room waiters to the gym staff. My reservation was for 7 nights and most […]
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