Time is money, and consumers have found a way to buy time

Consumers Have Found A Way To Buy Time | Are You Living R.I.C.H.?

August 29, 2018 | By:

You Can Buy Time It is predicted that a significant amount of new businesses will sell services instead of products, specifically time saving services. The old adage you can’t buy time no longer holds true. Today’s consumers value their time more than ever and as a result are using their disposable income to buy time…. Read Full Article

2018 Customer Service Revolution Conference Speaker Dina Dwyer-Owens

Leading And Living With Your Code Of Values

August 27, 2018 | By:

This guest article is brought to you by Dina Dwyer-Owens, who is Keynoting the 2018 Customer Service Revolution. A little over 20 years ago Dwyer Group implemented its operationalized Code of Values, making sure each value was clearly defined. Live R.I.C.H — Respect, Integrity, Customer focus and Having fun in the process — guide our business… Read Full Article

The Retail Shopping Experience

Experience Is Your Best Weapon in The Retail Apocalypse

July 30, 2018 | By:

As brick and mortar retail locations are currently struggling to compete with the growing world of online shopping, it is more important now than ever for store front retailers to embrace their core differentiation: the physical shopping experience. What experience are you providing to your customers that will allow you to stand out and differentiate… Read Full Article


What The Best Uber Driver Can Teach You About Customer Experience

July 18, 2018 | By:

  If you are like most, your Uber drivers are all about the same, some a little better or worse than others, but most consistently regular. In the several hundred I have had, not one stands out. However there is an Uber driver in the Toronto area that has received an astonishing average score of… Read Full Article

Illusion of Knowledge

What the Late Stephen Hawking can Teach Us about Service…

April 18, 2018 | By:

While recently watching a tribute to the late Stephen Hawking on the news, a quote of his that I had not heard before really caught my attention. It was: “The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge.” That got me thinking, doesn’t that quote sum up what typically happens to… Read Full Article

Meet as a Stranger, Leave as a Friend

March 21, 2018 | By:

Everyone has an invisible sign above his or her head that reads “Make me feel important” I believe there is no greater skill one can acquire that can have a bigger impact in our lives than the ability to build an instant strong rapport with others; whether they are acquaintances, customers, employees, co-workers, neighbors, or total… Read Full Article

Millenials and Millennial Talent

How to Retain Millennial Employees (coming from a Millennial)

March 14, 2018 | By:

  For employers faced with high staff turnover, it can be easy to point the finger at millennials. Millennials have gotten a bad reputation for being entitled job-hoppers who constantly need praise and recognition. It is my duty as a hard working millennial to defy the stereotype and recommend retention guidance to my clients. In order… Read Full Article

Disney's Mary Poppins

Disney’s Never & Always

March 07, 2018 | By:

CUSTOMER BILL OF RIGHTS World-class service companies have what I refer to as a “Customer bill of rights.” These are guidelines that every person in that organization clearly knows and follows 100 percent of the time. Would you ever expect a Ritz-Carlton employee, when asked for directions to the ballroom, to give a response like,… Read Full Article

How To Hire The Perfect Customer Xperience Executive

August 23, 2017 | By:

  How To Hire The Right CXE For nearly a decade, the fastest growing position in corporate America is the Customer Xperience Executive (CXE). Regardless of your company’s size or business model, someone in your organization has to be in charge of the Customer experience and all that goes with it. Businesses have executives who lead… Read Full Article

Chick-fil-A’s Incredible R.O.X. | WestJet Leads In Customer Loyalty

June 07, 2017 | By:

Can Chick-fil-A’s Service Get Even Better? Chick-fil-A restaurants are well regarded as the leader in Customer service not only in the Quick Service Restaurant sector but benchmarked against all retail industries. Lately Chick-fil-A has taken pains to make its drive-thru strategy as customer-friendly as possible. The chain has created dedicated drive-thru teams sending employees with… Read Full Article