Key Industries
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Recent Tips and Posts
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Three Lost Customers in One – 10/20/15 TOW
This is a true tale of 3 lost customers – me, myself, and I. I sat in a drive-thru at the shiny new fast food restaurant – the first time I had ever been there – and the line never moved. It was 2, 4, 8 minutes of waiting. I told myself that if it […]
The 4 S’s of the Customer Experience – 10/13/15 TOW
I mentioned in a previous TOW years ago about the 4 S’s of Expectation Management – Key guiding principles to effectively set and manage customer expectations – Simple, Specific, Supporting Documentation, and Summarizing. But there is another set of 4 S’s – and these are all about the Customer Experience. We worked with a government […]
Let Dialogue Drive Service Delivery – 10/6/15 TOW
In talking with a client recently, they shared their approach to developing future services. Thinking 10 years down the road, they noted how technology, the community, and customer needs all would change. This is a company with strong relationships with customers, and although they value innovation and creativity, what they value most is the relationship […]
