If you have been following my blog, you know that I have had a little bit of a melt down over the last month. A discouragement brought on by the realization that MOST businesses just don’t care about the customer. (by the way – if  you disagreee – please tell me why in the comments) [...]

  After my most recent blog post, basically giving up on our ability to make a difference in the customer service experience, I read this response from a group member on LinkedIn: This is a great conversation to show how the bar of customer service keeps being set and re-set…lower and lower. That makes it [...]

I’m on vacation.  I’ve been looking forward to this week for more than half a year.  A cabin in the Smokey Mountains of Gatlinburg, TN.  Reconnecting with nature that fuels my creative juices so that I can write my next book: Make or Break Moments: Revolutionizing Customer Relationships.   The website pictures look enticing – [...]

I was having a conversation with my Dad the other day about Make or Break Moments and he said, “You can’t have a make or break moment without something to compare it to.” I had to stop and think about that for a minute.  I define make or break moments as those times of interaction; [...]