Thank you for reading and contributing to the stories and theories around customer service this past year. As we close out 2017 and look forward to 2018 my wish for you, is that your relationships with your customers continue to thrive. In service to you, I will be stepping it up next year and bringing you [...]

I have been hanging out with some cool organisations in Australia that are doing some very simple yet effective ways of creating a customer – centric culture. An area that I think is grossly underrated in service organisations is celebrating the good news stories that come from customers and employees themselves. One of my clients [...]

Do you know what heterogeneous means? As an author I am always stumbling across new words and my constant curiosity requires me to understand a new word when I come across it. According to Merriam Webster heterogeneous means; consisting of dissimilar or diverse ingredients or constituent. What a perfect word to describe human nature. We [...]