70 Simple Rules for Sensational Service

"Win the Customer is a practical, approachable tool kit for managers, and senior leaders. Inspiring, pragmatic and a must-read for anyone who wants to make a difference in the lives of those they serve."
-Joseph Michelli, New York Times bestselling author of Leading the Starbucks WayThe New Gold Standard, and The Zappos Experience
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On the Service Experience Blog

Failure in Customer Experience Is an Option

 — July 1, 2015

Before we achieve successful customer experiences, we must evolve how we think about our failed interactions. Failure in customer experience is inevitable. You will make the wrong decision, you will do the wrong thing for your customers, and you will fail to foresee the unexpected in your customer interactions. But the costly failures is an option. […]

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