Reflections on Collaborating with Fernanda Alvarez First Impressions and Insights Today was my very first chance to work alongside Fernanda Alvarez, who was recently selected as one of the new UB managers for Latin America. From our first conversation, Fernanda’s warmth and enthusiasm made an excellent impression. It was a genuine pleasure to spend time with her, sharing ideas and learning about her vision for the team. I’m genuinely excited to continue collaborating with Fernanda and am confident that, together, we’ll accomplish incredible things in the future.

This blog challenges outdated hiring practices and argues for hiring people as long-term partners — not just candidates. Backed by academic research, it explores the costs of turnover, the value of retention, and the power of internal hiring.

Discover how Rafael Julian Barbosa Da Silva’s professionalism, empathy, and good humor transformed a stressful e-visa ordeal into a memorable experience of kindness and efficiency at the airport.

Explore how H‑E‑B’s innovative disaster relief programs—from hurricane response to flood recovery—demonstrate their commitment to community support and operational excellence in crisis management.

Discover how 24/7 customer service and centralized one-stop support elevate satisfaction, loyalty, and brand reputation in today’s on-demand world.

How do you make an impression as a service provider?

An excellent experience with the Roadside Safety Service and the State Troopers.

A type of post I do not do often is reviews of businesses. However, I wanted to pass on a great experience with a growing auto service company that is growing throughout the United States – Christian Brothers Automotive (CBA).

I came across this exceptional diagram that illustrates the evolution of a servitization model. This diagram succinctly demonstrates how a manufacturer who is product focused can evolve their portfolio into an outcome-based model.

Manufacturers have instituted servitization programs across many industries in an effort to recoup service revenue. Under this philosophy, manufacturers position themselves to be the service provider of choice for their own equipment as well as competitors.

Professor Of Industrial Marketing at Linköping University, Dr. Christian Kowalkowski outlines how two of the biggest trends amongst manufacturers, digitalization and servitization, are in essence two sides of the same coin and why digitalization requires more, not less, service and customer centricity than ever before.

Imagine owning a home or apartment and not purchasing appliances but renting them by the hour. Let’s take a refrigerator as an example.

Net Promoter Score (NPS) and Customer Weighted Value (CWV) are two commonly used methods that firms use to evaluate their performance.

Wishing our Customer Connect Center Intern Elektra Cavazos a very Happy Intern Day. Also, a quick shout out to previous CCC interns Braden Mahurin, Lillian Chiu, and Hieu Nguyen.