We See And Hear You...Even When You Think We Aren’t Listening. Last week, I needed to overnight a client some documents. So, I ventured to my local FedEx Kinkos. Little did I know that I was walking into a live management demonstration for “How to alienate staff, drive away customers and tank profits.” First, the … Continue reading Managers Behaving Badly
Category: Customer Experience
Do Clients Know More About Your Business Than You?
What do You Know about Your Business? A few weeks ago, I stood at an airline check-in counter attempting to check a bag. Attempting is the keyword, as the gate agent was trying to charge me for the aforementioned bag. As a high-level frequent flier, I knew that there was no charge for my bag. … Continue reading Do Clients Know More About Your Business Than You?