Moving Beyond the Carrot and Stick

Employee management is an ever-evolving practice, one where expectations and effective solutions continue to change. For a long time, managers have relied upon rewards and punishments, upon carrots and sticks, to control their employees. However, more and more employees are responding negatively to this philosophy, and thoughtful leaders are now…
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Balancing Automated and Human Customer Service

The most important component of the customer experience—the combination of products, services, brand reputation, discoverability, and more—is easily customer service. In fact, one could say that no matter what your industry is, it’s your most important product. No wonder so many businesses are seeking new and innovate ways to enhance…
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The Full Spectrum of the Customer Experience

Customer service transcends the boundaries that most people picture when they consider the term. It is no longer relegated to a department or call center, and has evolved into a holistic approach encompassing every interaction the customer has with your brand. This includes the initial discovery phase and the post-purchase…
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Mystery Shopping Is a Win-Win for You and Local Businesses

Do you have strong opinions about customer service? Have a discerning taste for quality? Believe in supporting local business? Of course you do. But did you know that you can help your local businesses to not only survive the pressures of mega-chains and the Internet, you can also help them…
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