Your Scoreboard Isn’t a Strategy

There is something satisfying about keeping score. When you conduct a mystery shop, survey your customers, or track customer service metrics, the results give you something tangible. Maybe 78% of customers were greeted promptly. Perhaps your satisfaction score rose five points. Or maybe the results went the other way, and…
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Care Enough to Be Curious

Where competition is fierce and attention spans are short, businesses must grapple with the question of how to stand out from their peers. While flashy marketing and unique selling propositions certainly have their attention-grabbing merits, the best differentiator is the often-overlooked realm of employee-customer interactions. Let’s take a moment to…
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