Blog Posts

“Standards are not established by your proclamations, they are established by your routines.”  T Jay Taylor Quite recently, I was part of  a very absorbing training session. We were required to make a list of professional standards and personal values we wanted to be associated with. It seems a pretty simple ask….I mean, I live…

Contrary to popular belief, managing the Customer Experience of an organization is serious business. Different institutions will require varying strategies to achieve the same goal of customer satisfaction. You may also have a clear strategy to start with, but that will gradually metamorphose into a more customized one as you respond to the specific needs…