Featured Insight

  • No Room for Shade in Customer Experiences

    By on August 28, 2017

    Well before this summer’s solar eclipse, other shadows had appeared that still linger in the public eye. Casting a pall over the business landscape were events that collectively marked a spectacular descent from customer service to customer scorn.

    Public trust and business ethics collided over overbooked flights, car emission devices designed to cheat, fake bank accounts, phony music festivals, and other transgressions in service. At a time when “the customer is always right” seems more like a quaint notion, business communicators can help organizations restore respect in customer experiences.

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