Maryland’s Customer Service Promise Delivers

Maryland’s Customer Service Promise Delivers

By Gregory Derwart Managing Director, Administration and Customer Experience Maryland Department of Commerce     When Maryland Governor Larry Hogan implemented his statewide “Customer Service Initiative,” the messaging was all about the customer. He had campaigned on...
Listening To Your Customers Is Like Growing Up

Listening To Your Customers Is Like Growing Up

By Stefan Osthaus Founder and Managing Director experience5 GmbH     Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in...