Is Smiling a Good KPI?

“Is smiling a good KPI?” The Chief Strategy Officer of a leading bank leaned forward, lowered her voice, and asked me this sincerely. “We can see our bank tellers on video and … Read More

The Experience Economy

I have just dialed into a large (very large) retail organization to check on a pending order.  I am greeted by an interactive voice response (IVR) system. I only need an answer … Read More

Are your Company Communications Memorable?

One of the keys to Achieving Superior Service and building a service culture is leveraging the building block of “Service Communication”. Uplifting service providers seek to make each perception point a positive … Read More