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Tuesday from the #Trenches

  • January 5, 2021
Recap: It's Tuesday "From the Trenches" at Intelligentics and we're talking about loyalty. Loyalty has to be earned, and we’re grateful for earning client relationships that have lasted more than a quarter-century.
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You are Not Your Customer

  • March 10, 2020

Our Intelligentics team was recently coaching a client's customer service agent for the first time. She exemplified one of the common struggles we encounter in our assessment and coaching of front-line agents. She thought that her customers were just like her. Most people don't stop to realize it, but we all tend to let our egos assume that we are…

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Three Things Thursday 20191212

  • December 12, 2019

This week: #Trending: Companies are gung-ho on being "Climate Positive," according to the Wall Street Journal, but no one knows what that means. #Trenches: It's common for companies to post their "Mission" on a plaque in the conference room, but they have no idea what it means to their customers, how they are going to operationalize it, measure it, or…

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Three Things Thursday 20191128

  • November 28, 2019

It's a Thanksgiving Edition of Three Things Thursday. This week, Intelligentics CEO, Tom Vander Well highlights research from the Charities Aid Foundation and reported by Disrn.com, which reveals that U.S. citizens are rated as the world's most generous citizens in the past ten years. Nevertheless, Intelligentics Service Quality Assessments reveal that customers are less likely to receive basic courtesies when…

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