Read All About It!
Press and Publications
Airport Revenue News Magazine December 2002:
Exploring Employee Satisfaction — A Proven Strategy for Customer Service Success (pdf)
Wall Street Journal December 18, 2002:
Shopping Malls Still Rule, Even in Economic Slowdown
Tactics Magazine April 2006:
Recruiting for Service (pdf)
Inside Edition Nationally Televised program, December, 2002:
How to Complain Effectively-Retail Customer Service
Inside Edition Nationally Televised program, September, 2003:
The Service of Lost and Found
Inside Edition Nationally Televised program, January 2006:
Holiday Shopper Rage
BBC Radio live broadcast — United Kingdom, August, 2006
Customer Service Levels in the U.S. vs. poor service reputation in the U.K.
Fox 29 News Television interview, August, 2006
Philadelphia "Customer Service turnaround"