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Blog post image _Service Elite - the found-01-01

Most companies tell their front line to deliver a "great customer experience", and that's the extent of it. Verizon is going deeper, digging in to culture and operations with their Service Elite program.

Being Polite Isn’t Enough_Blog Post image-01

Are “polite” conversations ruining your numbers? Yes, probably. That sounds ridiculous, doesn’t it? Hear us out.

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The Secret HOT sauce to CX BLOG POST IMAGE2-01

Hot sauce can teach you a lot. It can teach you how to respect your limits, or how to push them. It can teach you pain management, or raise your pain tolerance. It can teach you that you like hot hot heat, or that you prefer to play it safe with salt. Whatever lessons hot sauce may have in store for you, I have one I’d like to share: after the product is perfected, you need to focus on relationships.

Create better Customer experience-18-18
Take off the TRAINING wheels. Employees don’t need them-01

The way training has traditionally been positioned, used, and delivered is what we’ve coined “20th Century Training.

Whats driving the emotion-52
Through-the-eyes-of-an-intern-Real-work-vs-coffee-runs

On my first day, as I drove from my home in Mamaroneck, NY, to fassforward’s nearby offices in Pelham, I tempered my excitement; internships, of course, have a tendency to sound a lot better on paper. When I arrived, however.....

The fassforward HUMAN EXPERIENCE- An interview with TARA PALUCK-01

Today, a lot of companies in a lot of different sectors are talking a lot about the “customer experience.” At fassforward Consulting Group think about this a little differently