The Transactional Trap

After a few minutes of riding the shopping cart around like a nine-year-old, I skidded my way over to the carpet section at Home Depot. I was a man on a mission. My new area rug was sliding uncontrollably on my apartment floor and I needed one of those anti-slip pads.  I searched up and […]

Last Impressions Also Matter

As the saying goes, “you only get one chance to make a first impression.” But what about last impressions? It turns out, in many scenarios, last impressions are even more important.  Daniel Kahneman, winner of the 2002 Nobel Prize in Economics, explains how we remember events with a definite beginning and end. It’s not based […]

The Customer Service KPIs Every Manager Must Know

“What gets measured, gets managed” –Peter Drucker (father of modern management) “Ok…but what the hell am I supposed to measure?” -Everyone else The million-dollar question: “What should I be measuring?” A customer service department has endless possibilities of data points to track and use as Key Performance Indicators (KPIs). Every service ticket is (hopefully) logged in a […]