December 3, 2011 News Community outreachDental industrySocial networking

For our corporate brothers in arms – early New Year’s resolution

by ken

From the Harvard Business Review – to be extrapolated For decades the mystery shopper was the main way retailers assessed operations from a customer’s point of view. By sending in a fake shopper, typically once a month, an individual store essentially was…

May 25, 2010 News Practice management

Excellence through Customer Experience Management

by ken

The Customer’s Point of View ANALYSIS BY: Linda McIntosh Introduction How often do we contact customer support thinking that our problems/frustrations are going to be solved only to realize it has only just begun? We’ve all been there. When we…