The evidence continues to accumulate: happy, satisfied, highly engaged employees help increase customer satisfaction.  And vice versa. Why is this? Customers like to do business with people who have good attitudes. How many times have you done business with a company and gotten the impression that people just don’t like working there?  Their unhappiness/dissatisfaction [...]

I had a great customer service experience recently and think it’s only fair to share that since, like most of us, I’m more than eager to share the BAD ones. I traveled with my family on a Carnival cruise to Mexico 2 weeks ago (yes, we had fun and gained a cumulative 11 pounds among [...]

Remember the 2004 “What the @#!* Do We Know?” movie that explored the power of our brains and our thinking?  I loved that movie…and it got me thinking just a little differently…I have no hope that my interaction with Citibank last night will have anywhere NEAR the same impact. I just happened to check my [...]

Launching a blog raises questions such as ‘why’, ‘what’, and ‘how’…Jennifer Berkley of The Insight Advantage shares the process she went through in her first blog entry.