This program contains tactical solutions to boost your customer scores. In a recent 60-day customer engagement immersion assignment, Ross took a 700-employee company from last place in their industry customer satisfaction scores…to FIRST place.  Their J.D. Power customer ratings went up 21 points in 90 days. You’ll learn what Ross did to achieve this.


  • How the POW-Vs-Wow effect ignites loyalty and viral recognition
  • How reducing transactional friction makes you the company-of-choice
  • Simple techniques for empowering your workforce to attract repeat business
Customer Friction