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So this is what it’s like to be close to someone famous? It almost felt like we were all going to be on TV...! “So surreal,” as Hilary would say--and she’s right. Since the winter of 2008, Eat Cake! and Hilary have been fairly common topics of conversation here at digital reaction, because she is a ... Read More
August 4, 2011 Tags: Client Focus, clients, CMS, Content Management System, entrepeneur
Category: Client Focus 1 Comment 
I have been teaching a lot of customer service and client-relationship management workshops lately. In many of them we heard from a host of novice leaders about the importance of things like "strict adherence to standardized scripting for customer-facing professionals to ensure a consistent customer experience." Hold on for a second...I think I need to ... Read More
May 20, 2011 Tags: Client Focus, Customer service, Hank Davis, The SALT & Pepper Group
Category: Client Focus, Commentary, Hank Davis No Comments
The G.E.A.R.S. Of The Retail Customer Service Experience
During a recent conversation with a colleague we discussed the differences between the terms "customer service" and "customer experience." Interestingly enough, the conversation was sparked by a question asked by one of our new friends on Twitter. After going back and forth for quite some time we decided to agree on 5 key points. They ... Read More
May 24, 2011 Tags: best practices, Client Focus, Hank Davis
Category: Client Focus, Commentary, Hank Davis No Comments