Category: Guest Bloggers

Which Department Handles Customer Experience? All of Them.

That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley (@IanSpindley) responded with the following comment: What Ian is saying is that there are different departments working on the customer’s journey. From marketing, which positions the company in the marketplace, to communications, which pushes the message out further, […]

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Are You Worth More Than 6-12 Minutes of Training Every Six Months?

By John Tschohl The U.S. Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organizations with 100-500 employees provided just 6 minutes. And if this holds true for managers, how much training do frontline employees get? A long-term research project commissioned by […]

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