Archives

We’ve been saying it for years, and now more studies are beginning to confirm it. While customer wait times can be a cause for frustration and anger, organizations can positively impact the customer’s emotions, even if they don’t shorten the wait. Take a hospital Emergency Room, for instance – one of the most vivid examples […]

The sports agent was moving into his new downtown office and was especially excited about the day. A friend of his had arranged for the agent to meet with a professional football player who was disgruntled with his current agent. The player wanted to meet the agent at his new office even though the agent […]

Nothing like being in school and getting a report card – that moment of truth when you’ll be smiling or wondering how you’ll subtly get it in front of your parents when they’re in the best mood possible. Well just like students get report cards, now many schools, colleges, and universities are getting them as […]