Backing Up Customer Service

We have spoken about the importance of providing a great customer experience. But sometimes the best way to provide a great customer experience is to have a backup plan. In the last year, we’ve seen the impact of this when airlines have had their systems go down, leaving customers suddenly stranded. Crain’s Chicago Business noted … Read more

Anticipatory Service

Just what is Anticipatory Service? Consider the following: Just before the holidays, I had a business trip planned, flying from┬ámy home in Orlando to Portland, Maine, and then driving to Augusta, Maine. I thought I would take advantage of seeing my daughter in New York City over the weekend before heading further North. What I … Read more