Looking to improve customer experience? Sell more!
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a
October 19, 2021
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The Curse of Knowledge Can Derail Innovation
I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed
July 19, 2021
While problems may be beyond your control, problem resolution is not
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have
April 12, 2021
What is the real priority, CX programs or CX?
Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately,
February 23, 2021
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
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
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
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
