Are your people satisfied or engaged? There are several direct correlations between your employees being engaged and client loyalty. In a 2012 meta-analysis of 263 analysis studies across 192 firms, Gallup found that companies in
ARE YOU CUSTOMER-FOCUSED OR…? Some organizations get it! They know how to hire for it, train for it and deliver it. Different companies claim to give a unique customer experience, but in reality, they are
WHAT COMES AFTER THE ‘BUT’? Why is Starbucks so successful in selling you a $4.00 cup of coffee when MacDonald’s charges $2.00? Why does a stay at a Ritz Carlton hotel seem much different than
Customer Experience versus Patient Experience In today’s economy, there’s no question that the consumer is King. With access to an ever-growing digital marketplace, the customer has both more choices, and more information, than ever. For
