Service Improvement We Can’t Innovate in Our Market!


As some of the readers of this blog know, I frequently travel by RV.  Given that we have many clients scattered throughout North America, many in small, difficult-to-reach places, an RV makes a lot of sense.  Plus, I get to travel in the company of my wife and, this trip, my dog (not sure how … Read more

Is Your Customer Feedback Program Really Making Your Company Better?


Customer feedback is a critical aspect of making your company better. Allowing customers to provide feedback on your products, services, and transactions helps you improve in the long term and increase customer loyalty. But some things can compromise the quality of your customer feedback program. Your Feedback focuses on One or Two Metrics You Don’t … Read more