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Author Archives: Brad Smith

Six Customer Experience Lessons from the Government Shutdown

The recent government shutdown resulted in hundreds of thousands of furloughed government employees, closed national parks and barricaded monuments, limited food inspections, and, gasp, no panda cam at the National Zoo! Every news channel and political pundit has given their perspective on why the shutdown was bad for our country. But, what lessons can leaders reinforce with their teams? Here are six.

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Six Lessons in How to Turn Crisis into Opportunity with Superior Customer Experience

Can you believe it? Carnival Cruise Lines suffered yet another incident on March 14, shining a spotlight on the importance of customer experience once again. No company can long survive such a bruising experience. There are lessons for SMEs to ensure customer loyalty.

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