Brad Smith

How to Turn Those Holiday Shoppers into Loyal Customers

The frenzy of the holiday shopping season is over and consumers are taking a collective breath. They’re focusing on their New Year’s resolutions and settling back into normal routines at home, work and school. ...

Excelling Customer Service: Understanding What Makes or Breaks a Brand During a Crisis

Last year Carnival Cruise Lines experienced an unfortunate string of mishaps hurting their brand greatly. This year, Royal Caribbean recently was hit with an on-board virus leaving close to 700 passengers and crew members extremely sick and quarantined in their rooms. In...

Turn Crisis into Opportunity with Superior Customer Experience

Carnival Cruise Lines suffered yet another incident on March 14, shining a spotlight on the importance of customer experience once again. After reading about more than 4,000 people getting stranded on a cruise ship in less-than-ideal living conditions for the second time in a...

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