Customers vs. Employees in Business Success: The Distinct Paths to Happiness

In business, happiness takes on unique forms for customers and employees. Both have a big impact on an organization’s trajectory, yet the strategies to ensure their happiness are markedly different. Happy customers are the cornerstone of a thriving business. Equally indispensable are happy employees, who cultivate a positive workplace culture. This culture naturally reverberates through…

Read More

2023 Global Guru of CX

PRESS RELEASE: 2023 Marilyn Suttle has been named a Top 30 Global Guru of Customer Experience by Global Gurus for 6 years in a row. She is listed #8 in 2023. Marilyn is a respected consultant, author, and coauthor of books like Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your…

Read More

How to Calm Upset Customers

How do you calm upset customers? Do you know how to calm them quickly? It helps to know this: When your upset customer is having a melt-down, they aren’t really angry at you. They’re upset that their expectation wasn’t met. It isn’t personal. Though you can take personal responsibility to manage their expectations and restore…

Read More