Optimal Knowledge: The Communication Issue

Today’s “experience” economy, constant information and advertising exchange in social networks pushes both companies and employees to communicate their brand transparently, openly and with an “awe” emotion. Statements and speeches don’t do it anymore. Action and sharing the great encounters with the company’s brand are not only the flavor of the month, but a trend […]

Excellent Customer Service

Everyone is happy to share their customer service nightmares but very few of us take the time to talk about customer service excellence. This morning I had a most amazing experience. Please bear with me while I share it because I think there are some “teachable moments” woven in there. For several weeks I have […]