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01 Sep Customer Feedback Overview (NPS, CSAT, & CES)

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When your business receives feedback, both good and bad, we have to agree with Mr. Gates that there are lessons to be learned. But how can this data be gathered, and what is the strategy behind it?There are several popular ways to measure customer’s experiences...

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02 Jun Top 3 Reasons why Delighting your Customers is Wrong

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Delighting your Customers

There are better ways to win Loyal Customers.

  Reason 1 - Your delighted customers are still important, but are they valuable? The Ritz Carlton is notorious for great service and customer experience and there is a story that’s gone viral epitomizing just that: a family staying at a Florida Ritz checks out and their young son leaves his beloved Giraffe stuffed animal behind. The hotel staff goes above and beyond for the family and not only are they super thankful, the story went viral and we how great the Ritz is. So is it worth it? And how would this apply to you?
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