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“Customer Service” can be an uncomfortable phrase to use in the education world. We’ve seen this lack of comfort at the K12, community college, and university levels. There is often a discomfort with viewing students as customers. But the idea of serving others is clearly important to those in education – it’s amazing how much […]

A point we’ve made more and more over the years with clients is this: To create a great experience for those outside your organization, you need to have a great culture inside the organization. Don’t focus so much on how to treat customers that you end up neglecting how you treat employees and how employees […]

The New York Knicks are terrible – 9-37 as of today. And with the highest ticket average ticket prices in the NBA at almost $130 per seat per game, fans aren’t happy according to a recent New York Times article. Many even want refunds! Yet, the Knicks repeatedly report attendance near capacity. How? To a […]