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Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are …
Understanding the Other Side of a Bad Customer Experience Read More »
In business parlance, a turnaround artist is a person who can go into a failing or floundering company and make the changes necessary to turn it around and get it back on a track to organizational success. Turnaround artists possess a wealth of multidisciplinary skills and are good at seeing not only the big picture …
If you’ve seen my about page, then you know I grew up in the music industry. As a result, I have formed expectations of what I expect from a retail music store. My recent experience with Guitar Center in Winter Park, Florida was a textbook example of great service, not-so-great service, and then excellent service …
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