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There are several different ways you could define gratitude, but I like the simple definition:  Being grateful for the good.  There’s a lot to be upset about, a lot to be frustrated with, there’s a lot to lament about in our customer service roles.  But even in these challenges, we can also find some good. […]

Of all the industries we work with, the one that talks most about providing perks and benefits to its customers is pro sports.  We’ve worked with NASCAR, MLS, the NBA, and a little bit with the NFL and the NHL. And most of the teams or organizations will provide their season ticket holders, their account […]

Every industry is interesting in its own way, and healthcare is definitely no exception.  We’ve done many different types of studies and projects in the emergency rooms at hospitals, and it’s interesting to look back at some of the results of focus groups we conducted with the E.R. patients. We asked about their experience, everything […]