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“If they would just read their mail…” This is a statement I hear from a lot of clients when talking about their customers (oftentimes, it’s “if they would just read their e-mails…”). The problem with the statement is that it can put the entire blame for an issue on the customer, when businesses need to […]

Michael has the pleasure of knowing a board member for a nationwide retail chain. Michael thoroughly enjoys knowing this gentleman on a personal level and learning about his perspective on business. Since Michael has been a customer of the business, one day he decided to ask the board member how the board feels about their […]

The quality of the experience of a school student is based purely on their relationship with their teacher, right? The quality of the customer service at a hotel is based purely on their interaction with staff at the registration desk, correct? The season ticket holder’s perception of a sports club’s fan relations is based purely […]