10 Sep Saintly Customer Service in a Survey World I called AAA to get a car towed last month, the subcontractor who moved the car was fantastic – everything that I could possibly want in a tow-truck driver on what was (obviously) a bad day. After he had backed the car into my narrow driveway, […]

It’s easy to imagine how AI will reshape the future, but the reality is that AI is already here and now is the time to capitalize on the opportunity. To really experience AI’s benefits, companies will have to make big plays. Slapping AI onto existing products or processes won’t be enough – you have to […]

In the era of the customer, brands must adapt to survive and thrive. A customer-centric mindset is not just a nice-to-have — as research continually shows, it’s paramount.  Customers want to feel valued and cared for across their customer journey, and as they increasingly shift to social and digital channels to navigate their journeys, the brands […]

Every business exists as long as it has customers. But what if these customers decide to part ways due to inefficient support processes, defective products, or poor engagement? Even small month-on-month increments in customer churn can put big questions on the survival of your business. So, how do you stop customer churn and retain your […]

I live in what is the definition of a resort market. Glenwood Springs, Colorado, on the Colorado River. With a theme park, world class skiing, whitewater rafting, and every other outdoor method of outdoor fun, it is a lively place, full of people being humans. The concept behind Dealing With Humans applies to virtually any […]