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Post Office Problems
The post office is looking for suggestions from the public to find new cost-saving measures without reducing customer service. The U.S. Postal Service reduced its workforce by 200,000 employees over...
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2010, The Year of the Recovery
Will the Hospitality Industry Be Ready? The hospitality industry has been buffeted by the collateral damage of the economic crisis. The fall in consumer confidence and plummeting business travel has...
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Mini Post 6.23.10
Make sure your messaging about your customers internally matches your messaging to your customers directly; otherwise its just noise!
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Engaging Your Employees-A Podcast
Written by Andy Kaufman I had the privilege of delivering a keynote presentation earlier this month for a company in Brazil who brought 600 of their employees together for an offsite meeting. It was my...
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Customer Engagement Means Consistency
I love this advertisement! It speaks volumes. In today’s business environment competition is fierce, costs are high, and everyone is focusing on being efficient. However, the differentiator with...
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Veteran’s Day – Sacrifice
In honor of Veterans Day I am republishing these quotes that were originally in the Washington Post. Regardless of how rich or poor one may be, or whether a US citizen or a citizen of another...
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Customer Engagement is not a Bait and Switch!!!
I just got an email that says “Thank you” in the subject line. Great who could it be from and why are they saying thank you. The first line in the email says…”We love having you as a customer.” And...
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The Angry Customer
Customers are angrier than ever. People are tired of poor service standards, but more importantly, they are frustrated with bad cultures and systems that hinder good service. In a recent survey...
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A Customer Disengagement Story-AT&T
One week has gone by and I still cannot get my AT&T internet service working correctly. I have been on the phone with them and my email hosting company working to get my email working for at least...
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Customer Engagement Starts with Employee Engagement
Content employees generate satisfied customers. When a customer has a positive experience with a member of your staff, they are more likely to engage. Engaged customers refer their friends and...
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