Many economists and sociologists have been quoted to say that as economic pressures increase, when unemployment rises and costs increase, employees can take their frustrations out on their employer.
This can translate into absenteeism, employee theft of money or goods, substance abuse that translates to the workplace, safety violations, giving product or services away [...]
It is a holiday weekend and I am sitting in my hotel room. The hotel is part of a major chain. This is kind of a busman’s holiday for me, since I really can’t shut down my brain when I observe and live the effects of bad customer service. Yet, my family needs [...]
In a recent blog entry I wrote about the power of the internet in controlling the customer experience – and using this channel internally to train and learn from.
Recently a PricewaterhouseCoopers report about the consumer-driven era of “lifestyle media” talked about the increased demand for “content packaged in a rich, personalized and social [...]
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