Content Provision for Member Stations
By: Michael McQueen
We all have our own story of dealing with friction. Hours spent on hold, inefficient systems and arbitrary rules all play a role in making many customer experiences unbearable. The only outcomes of systems such as these are higher costs, confusion and irritation. Continue reading “Business Advice: Is Your Last Impression As Good As Your First?”
By: Michael McQueen
“Our trust in technology has rested in a confidence that the technology will do what it’s supposed to do, nothing more, nothing less.”
Continue reading “Why A Consistent Customer Experience Is The Key To Building Trust”
By: Michael McQueen
Innovation is often thought of in terms of creation and invention – coming up with new ideas and new solutions. However, working with clients in recent months I have discovered that often the most powerful forms of innovation are more subtle. Continue reading “Focusing on Friction”