Monthly Archives: July 2011

Should you take your Customer Care Professionals off the clock?

I found this Interview with Jim Bush of American Express very inspiring.  Please note particularly: “We know that the most powerful loyalty builders American Express has are the tens of thousands of Customer Care Professionals who speak with our customers … Continue reading

Posted in Customer Experience, Customer Service | Leave a comment

Is the customer always right?

This quote from Charlie Trotter was recently featured as a metacool Thought of the Day on Diego Rodriguez’s blog: “You know the old adage that the customer’s always right?  Well, I kind of think that the opposite is true.  The … Continue reading

Posted in Customer Feedback, Customer Insight | Leave a comment