The true cost of outsourcing
Last week, in preparation for spring break in the mountains, I called my local Ford dealership to ask a couple of questions about my service
March 30, 2019
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When automation hinders the customer experience, hit the reset button
I read an article in the January 15, 2019 issue of the Wall Street Journal that pointed out the limitations of a robot-staffed hotel, the
January 22, 2019
Customer-centricity in action
Analysis of the newly released Wall Street Journal Management Top 250 (the Drucker Institute’s second annual ranking of best-managed companies) suggests that the possible secret
December 3, 2018
Comcast is making customer experience its best product
Last week I had the privilege of traveling to Philadelphia to visit the newly-opened Comcast Technology Center where I was joined by a cast of customer
October 26, 2018
Virtual Reality: Translating Virtual Lessons Into Real Performance
This week I was introduced to an innovation in learning technology developed by STRIVR Labs, the world leader in virtual reality (VR) to train individuals
October 15, 2017
“Snap out of it!”
Have you ever heard someone say, “They don’t pay me enough to do this job”? If I had a captive audience with an employee who
October 2, 2017
An open letter to restaurateurs and servers
Last Saturday night, our family joined my in-laws for dinner out in Parker, Colorado* in celebration of my mother-in-law’s 75th birthday. When my wife made
September 26, 2017
The Evolution of Kohl’s
I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on
September 20, 2017
What makes good customer service?
A journalist recently contacted me, posing a single question: “What makes good customer service?” This was my response: Let’s start with a definition: Customer service
September 8, 2017
