The Importance of Empowerment and Empathy in #custserv

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Here were my takeaways from a long and hard Day 2 of Achieving Breakthrough Service:

hbs abs takeaways day 2

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.

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