Marc Sokol
Marc Sokol
A psychologist with an eye for the ways organizational dynamics make it possible or impossible to delight customers, I see the world from the eyes of customers, employees and leaders who strive to transform customer experience.
Recognition of customer service: A gift that keeps giving
Recognition for delivery of high quality customer service provides a lasting benefit to employees and customers. This continues the theme of our last post...
Moments of truth: more than a moment
Do you remember Jan Carlzon’s phrase, Moments of truth? These are those moments when someone makes a quick decision and then acts in...
Tag and tell technology: If this old chair could talk
How often how you heard that phrase or one just like it, “if these walls could talk, just imagine the stories they would tell!”...
Wobbly tables and customer personality: Who knew?
I’m here at a local coffee shop, just to start the morning with my thoughts, a computer and a cup of jo. Wait…....
Browser to buyer: it’s the stories that sell
What moves someone from browser to buyer? Paco Underhill’s book, Why we buy, is a fabulous collection of stories about people who choose to go...