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Some Customers Never Learn

“Your feedback is important to us.”  Sometimes those are just words.  And some Customers are suckers and will fall for it. A while back, I had some work done with a service provider and, to say the least, the experience was not up to snuff whatsoever.  This was a luxury brand and as such I’d [...]

By |2024-02-20T15:50:23+00:00February 20th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, VoC|Comments Off on Some Customers Never Learn

Representative for whom?

Folks who work in your Customer-facing organizations have a lot of different names.  Agents, technicians, associates (which always makes me chuckle a little bit), service providers, and others. One that often makes me think is:  Representative. It’s curious to me because it can go either way, can’t it?  Whenever I get a ‘representative’ on the [...]

By |2024-02-06T15:26:30+00:00February 6th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Representative for whom?
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