Phil Dourado
Phil Dourado
Author, Speaker, Independent Consultant
Founding editor of Customer Service Management Journal in the United States, and of its companion title, Customer Service Management Journal (now rebranded as Customer Management Magazine) in the United Kingdom. He is the author of The 6 Second Leader (Capstone, John Wiley & Sons, 27). www.PhilDourado.com
Changing Rooms: This Time, It’s Personal
Toronto's trendiest changing room is in a yoga-wear shop. A sale's assistant writes the shopper's name on a wipe-board on their changing room to...
Human CRM for Free
Roger Dow, senior VP at Marriott, likes telling this story. I heard it from Don Peppers when I visited Don a while back. A few...
Take Me to My Happy Place
If you log onto The Borgata hotel, casino and leisure complex in Atlantic City, the website says "Take me to my happy place" just...