Improving the Quality of Customer Interactions

According to a recent New York Times article, the hottest customer service consulting firm isn’t the well-known McKinsey & Co. or Harvard University’s executive management teams but Disney. Yes. Disney. Why Disney? Companies are feeling the pressure to improve the quality of their customer interactions. From the NFL to Chevrolet, organizations are hiring the Disney […]

Pricing Strategy that Works

In mortgage origination today, loan officers and account reps must sell in an environment where customers are much more knowledgeable than they were just five years ago. The balance of power has shifted to the buyer of services and not the seller. In all types of businesses, the seller is facing customers who research before […]