As the story goes, a guest at Disney World once asked “what time is the 3 o’clock parade?” That’s a peculiar question, mainly because it normally would lead to an obvious answer. But Disney Cast Members (their word for employees) are trained to probe beyond the obvious so that they can provide an extraordinary Guest [...]
Sometimes the most powerful insights come from the most disastrous experiences. This is particularly true as it relates to poor customer service – something with which, unfortunately, all of us can relate. As Bill Gates once said: “Your most unhappy customers are your greatest source of learning.” It was the morning of May 15, [...]
According to the Research Institute of America and CX Solutions (formerly TARP), 90% of dissatisfied customers will not come back or buy again. 90%. And yet we see service breakdowns in every type of organization pretty much every day. Think of the last time YOU received poor service – from a utility or cable company [...]
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