About

I have been writing about customer service and customer experiences for more than a decade, and my passion for the topic remains.  I have looked…

I have been writing about customer service and customer experiences for more than a decade, and my passion for the topic remains.  I have looked at the issue from the standpoint of a firm manager, as a career litigator and trial lawyer servicing customers, and more recently as part of a global law company seeking to design and deliver services that are designed to, and actually do, solve problems confronting our customers.

Latest Post

Guest post, by Philip Harris The current environment is spawning conversations about reducing costs as a means of responding to the loss of revenue that many businesses are experiencing. Many businesses already have laid off and furloughed employees and cut their compensation. No one seems to know how long this will last. The pressure to reduce costs now and in the near term will affect all businesses and institutions in this country, whether they are… Continue Reading