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
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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
Inspiring initiative
Two weeks ago we received a late spring snowstorm that left several inches of snow on our back deck. Because my teenage son was hosting
April 22, 2019
The Commitment Quadrant
Over three decades of working in training and development has taught me, among other things, that many managers are skeptical about the return on investment
November 5, 2018
Customer feedback: a gift that keeps on giving
A study by Maritz Research and Evolve24 revealed that of 1,298 Twitter complaints, only 29 percent were replied to by the companies in question. Yesterday,
April 22, 2015
The problem with perfection
Customer satisfaction surveys are carefully constructed by instructional designers who labor over details such as the exact wording, number, and sequence of questions, and the
March 24, 2015
How apologies influence consumer behavior
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers
July 21, 2014
“I’m sorry. They’re all in meetings.”
Last week, I presented during a conference that was held at a full-service hotel in Denver. My contact at the event mentioned that, earlier that
June 21, 2013
