by Graham | May 21, 2013 | Customer service
I caught a train to London the other day, something I do regularly. I had a few moments to spare so went to get a coffee from the station buffet. ‘Welcome to the 20 Questions Cafe’, said the young lady who served me. ‘I take it that means you are... by Graham | May 15, 2013 | Customer service
I am indebted to my friend, professional photographer Dana Al-Gharabally for this story. Dana and her mother recently visited a well-known fashion retailer’s store in search of some new clothes for Dana’s mother. Dana herself was not planning to buy... by Graham | Apr 26, 2013 | Customer service
Most companies would say that they want to create a great customer experience. Some even go public with the idea. However, where most of them go wrong is that they don’t involve their front line mamagers and teams in ‘how’ to create a great customer... by Graham | Apr 10, 2013 | Customer service
It was great to hear last week that part of the HMV retail empire has been rescued by the company that own HMV Canada. Here is some advice for them – I hope they read it. I am a huge music fan, and still buy c.d.’s and even would buy vinyl records if they... by Graham | Mar 27, 2013 | Customer service, Opinions
Since I became involved with the Engage for Success movement in 2012, I have been giving a lot of thought to the four enablers of Employee Engagement: Strategic Narrative, Engaging Managers, Employee Voice and Integrity. While all four are important, I believe that... by Graham | Mar 14, 2013 | Customer service
Even in the most avaricious and short-term thinking of businesses, you will often find oases of brilliance, managers who care about their people, develop and nurture them and create great employee and customer experiences, sometimes against all the odds. I was... 