The new book is out!  Pick it up here!

So why did you ask?

A while back, one of my service providers sent me an invitation to fill out a survey.  As I’ve stated before, sometimes CX people can be the best or the worst when it comes to such things.  I will usually only fill out a survey when I know that I have something positive to say [...]

By |2022-05-25T13:48:01+00:00May 25th, 2022|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on So why did you ask?

Don’t leave that seat empty

There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting….i.e., their [...]

By |2022-05-03T14:49:56+00:00May 3rd, 2022|Consulting, CX Culture, CX Jobs, CX Strategy, CX Thoughts, Leadership|Comments Off on Don’t leave that seat empty
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