A Tale of Two TikToks: How Ocean Spray and Sherwin-Williams Reacted to Going Viral

During the holiday season, it’s hard not to think about “A Christmas Carol,” Charles Dickens’ famous story about the curmudgeonly Ebenezer Scrooge, but high school honors English students are probably also familiar with his novel “A Tale of Two Cities.” In the social media sphere, the platform TikTok took 2020 by storm and saw users […]

Customer Feedback Overview (NPS, CSAT, & CES)

When your business receives feedback, both good and bad, we have to agree with Mr. Gates that there are lessons to be learned. But how can this data be gathered, and what is the strategy behind it? There are several popular ways to measure customer’s experiences with your business. Gathering feedback is vitally important to […]

Top 3 Reasons why Delighting your Customers is Wrong

There are better ways to win Loyal Customers.   Reason 1 – Your delighted customers are still important, but are they valuable? The Ritz Carlton is notorious for great service and customer experience and there is a story that’s gone viral epitomizing just that: a family staying at a Florida Ritz checks out and their young […]