The new book is out!  Pick it up here!

The 30-50-20 Rule

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book!).  If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise, the three moving operational parts [...]

By |2022-01-26T16:02:05+00:00January 26th, 2022|Consulting, CX Strategy, CX Thoughts|Comments Off on The 30-50-20 Rule

When Customer Support is the only number Part II

Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners.  It was a cautionary tale about how challenging it is to actually communicate with some brands. A brief overview of that instance:  At home, we had a service provider with which we’d had a pretty mundane [...]

By |2022-01-19T16:46:46+00:00January 19th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on When Customer Support is the only number Part II

When Customer Support is the only number Part I

I had a support incident a while back with one of the service providers we use in our home.  In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature:  There was a technical issue that was quickly and easily rectified, but on further inspection (the technical [...]

By |2022-01-12T16:45:12+00:00January 12th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on When Customer Support is the only number Part I

The pilot cares the least

So, here’s a controversial statement, but keep in mind what I’m not saying*:  Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run.  The same crew that flew [...]

By |2022-01-05T17:57:53+00:00January 5th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on The pilot cares the least
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