Key Industries
-
Recent Tips and Posts
-
Redesign around Millennials (and Others, too!)
Millennials. I’ve been in so many meetings lately where they were the main topic of discussion. Why? Because they’re different. How they communicate, how they socialize with each other, why and how they move toward a brand and what could pull them away is different from other generations. But couldn’t we say that about most […]
What You Do Shows What You Value – 6/30/15 TOW
In the middle of the call with the customer service representative, the rep said “I need to let you know that I’m scheduled for my lunch break in 1 minute, so someone else will be handling your call.” One minute later, the caller heard “Hold, Click” and background music. What did that interaction say about […]
Know the Person’s Story – 6/23/15 TOW
The person standing in front of you – that customer – has an issue. They were overcharged, received a past due penalty because they didn’t get it rectified in time, and want it all corrected with the penalty waived. You’ve dealt with a similar issue 100 times, so you know the process, but do you […]
