We describe a service provider as either good or bad, caring or apathetic. And those qualities go to the heart of our own experiences of being served as positive or negative. For example, we wait a long time to be seated at a restaurant table, are provided a […]
moments of truth Archives - Amie Devero
Mastering Moments of Truth
Think of the last noticeable interaction you had with a business? Was it pleasant? The odds are high that the moment you will recall was not pleasant. It’s a safe bet that the one you first recall was not a positive experience. As business leaders, we must […]