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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...

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Are 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...

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The 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...

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When 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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