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  • GUEST BLOG: IT’S NOT WHERE YOU ARE. IT’S WHERE YOU’RE GOING.

    • August 28, 2019
    • Posted by: CSIA Editorial Team
    • Category: Guest Blogs
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    Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole. Obviously, this makes the game longer and

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  • GUEST BLOG: Honor Your Customers’ Time and Their Clock

    • August 15, 2019
    • Posted by: CSIA Editorial Team
    • Category: Guest Blogs
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    When you honor people’s time, when their urgency is your urgency, worry and concern is replaced with peace of mind. The shoulders relax, the dialing and the texting and the not knowing doesn’t begin. Would you give your mom a four-hour window in which you might show up to visit her? No, of course not,

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  • GUEST BLOG: Service Delivery From Contented Employees

    • July 12, 2019
    • Posted by: CSIA Editorial Team
    • Category: Guest Blogs
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    What does contented look like?  It starts with the employee who consistently delivers the customer experience that you believe will make your customers want to come back and bring their friends

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  • GUEST BLOG: The Power of a Smile

    • May 8, 2019
    • Posted by: CSIA Editorial Team
    • Category: Guest Blogs
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    Smile

    Enjoy this guest article for CSIA, by Customer service/CX expert, keynote speaker and NYT bestselling author Shep Hyken  “Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I

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  • GUEST BLOG: The Rapid Decrease in Value of Professional Expertise

    • April 9, 2019
    • Posted by: CSIA Editorial Team
    • Category: Guest Blogs
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    In his first guest blog for CSIA, John R. DeJulius discusses the importance of maintaining professional expertise and service excellence in this digital age – CSIA Editorial Team One result is the commoditization of professional knowledge. For decades, professionals were able to charge premium fees for their expertise, which was considered a rare and valuable

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