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Small Touchpoints Matter in a Big Way!

Over the past several months, I have had the pleasure of working with one of our clients, AGCO Corporation, to provide some customer experience training.  It has been a very rewarding experience and has caused me to think more closely about how important the touchpoints we have with customers really are.  Even touchpoints that we too often take for granted.  

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Innovation and the Art of Recognizing Opportunity

I often speak about customer experience in my blogs. I do so because a company that provides a superior customer experience creates a robust strategic differentiator. However, today I want to focus on product innovation and a success story of one of our clients, AGCO.

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Customer Anger is a Gift: Here’s How to Unwrap It

Getting a call or email from an angry customer is a valuable opportunity for your business, though it may not feel that way at first.

The key to getting the most out of the gift of customer anger is learning how to unwrap it properly.

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