Taking Care of Business
I often write about customer experiences gone wrong - because it's so easy and happens so often - but when things go right, I like to share the stories and give kudos, as well (like I did in a recent...
View ArticleHold the Cone
Hold the cone! No, I don’t mean “hold the phone.” I’m saying “hold the cone” because that’s what ice cream shop workers should do. Allow me to explain:read more
View ArticleHey, Laaaaady!
What is a touchpoint? And why am I asking that now? Well, you know by now that I tend to have a story or a situation almost every week that inspires me to write a blog post. Today is no different.read...
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