As a customer service and customer experience turnaround expert, I can walk right into your business and tell whether you have a cultural “default of yes” or not. If you do, it makes the rest of ...

My friend Dr. Willie Jolley just released a new book titled An Attitude of Excellence, and it is a great one. Jolley is one of the finest motivational speakers I know. When he talks – and sings – ...

Customer-centric service. Exceptional customer service puts the consumer first. Successful brands listen to their customers and deliver on their needs. The cost of poor support. A lack of care in ...