by Karl Sharicz | Jan 6, 2020 | Communication, Customer Experience, Empathy, Workplace
Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate”...
by Karl Sharicz | Dec 27, 2019 | Communication, Customer Experience, Empathy, NPS, Workplace
The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to...
by Karl Sharicz | Nov 7, 2019 | Communication, Customer Experience, Empathy, Workplace
A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. The advice he offered was ‘just because you can, doesn’t mean you should’ which came from a common English saying, meaning that there are some things that...
by Horizon CX | Oct 8, 2019 | Communication, Customer Experience, Empathy, Training, Workplace
Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is...
by Karl Sharicz | Jul 15, 2019 | Communication, Customer Experience, Empathy, Training, Workplace
Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing. My initial response and emotional reaction to that...
