I just got off the phone with a representative of my cable company and said “Wow”! That doesn’t occur often, but here is what happened. I had a situation that needed human discussion, but dreaded the phone lines and wait; however, I was pleasantly surprised when I quickly got right into a cable representative. His […]
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    Knowing the connection of one’s work with the higher purpose of the organization is a great motivating factor for most employees. It reminds every one of the reason why they are doing the job tasks they are doing. Many times, an employee’s tasks, especially those that are routine and methodical, seem small and […]
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Tis the season for shopping and some companies are building up that customer loyalty better than others. One store stands out amongst all the others.  Free Fly Apparel is a company that sells clothing made out of bamboo. Not only are their products outstanding quality and fit, but their customer service is superb. Combining a […]
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Why have those higher ed institutions that have implemented a culture of service excellence been successful? Three important reasons: 1. In a culture of service excellence, students and faculty feel they matter and belong. This is critical because students learn best where there is mutual care and respect. This is a part of the environment […]
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  The competitive edge in today’s world is definitely in the customer experience. Amazon keeps setting the bar higher on how fast products should be delivered efficiently and accurately to the customer. Businesses find they must be available immediately to help customers when problems arise. The expectation for timeliness is no longer waiting for a […]
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All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
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