Why CRM is often DUM…
Benjamin Franklin once said, “The sweetest sound in any language is a man’s own name.” Why is it so difficult for a business to understand that is true about their customers, as well? If you’ve read...
View ArticleAre you providing your customers with enough information?
Here’s the story of the challenges I had on a recent trip…asking YOU an important question: Are you providing your customers with enough information when they encounter a challenge? It’s no big deal...
View ArticleThe ONE critical element in creating a WOW experience for a customer…
If you’ve heard me deliver a presentation, you’ve probably heard me talk a little bit about Delta Airlines. I’m a Diamond Medallion flyer with them — the top tier in their SkyMiles frequent flyer...
View ArticleWhen customer service isn’t of service…or, when Delta didn’t listen
If you’ve heard me speak at a conference, you’ve heard me tease Delta Airlines a little bit from time to time. However, I also try to make it clear that I really believe that Delta has stepped up...
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