I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me.  I’m not sure if she appreciated that I was being honest and sincere in my [...]

A while back, I participated in a round of judging for a Customer Service and Support awards competition.  It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity.  I got a few good ideas from some of the stories that were [...]