Does your organization have a Value Statement? Many organizations have vision and mission statement, in which they write about what they believe the customer experience should be like. Yet, the customers have lousy experiences. Some are vague while others are more detailed. These value statements may do more harm than good. They become a joke to the employees and the...

This is just a short rant but I have to get it out. I made a trip to the MTA offices in midtown, today to pick up a replacement TransitCheck card, as mine had somehow become corrupted. It prompted me to “See Agent”, which I did and who could not help me. So I enter the office, where I was assisted quickly and with a smile, by the two employees at the front desk....