Tampering masks true performance
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received
December 4, 2020
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Support local restaurants during Covid-19
Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S.
November 3, 2020
Using research to interpret online reviews
A recent Wall Street Journal article provided a trove of insights into online consumer reviews based on academic research from Dartmouth, Harvard, and others. Some
October 30, 2020
Chat gone wrong
Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on
September 29, 2020
The Music Plays Me
The following is a guest post by my friend and colleague, Chip Bell. I first met Chip 25 years ago during a customer service training
September 8, 2020
Interpreting the Voice of the Customer
Voice of the Customer (VoC) is how companies hear, listen to, and respond to customer feedback about their brand, products, and services. This data comes
August 31, 2020
Three simple ways to improve CX
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting
July 29, 2020
Masks cannot hide your smile
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change –
July 1, 2020
Customer service in the wake of COVID-19
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in
May 13, 2020
