The new book is out! Pick it up here!
I’m a push-backer. That, to some, makes me a real pain-in-the-neck. It’s partly because of the field of work I’m in. After all, we CX practitioners are always alert to things brands are doing poorly because it’s in our nature to seek out those…er, we’ll call them opportunities. That’s in the spirit of what I’ve [...]
So yes, I’ve been hounding you lately about VoC and Customer insights. And yes, I’m an analyst going way back, so I love me some good old-fashioned bean-counting! But wait. If you’re taking my advice and looking in clever places for your Customer insights, you’ve probably taken my admonition that, in addition to asking your [...]
I wrote a long time ago about how Customers don’t want to hear excuses about why their experiences with your brand are bad, they just want you to fix those issues. Recently I returned to the topic and some brands’ tendency to want to recruit us into their sausage-making by offering some extraneous and unnecessary [...]
I think I’ve mentioned before one particular service provider I’ve had for decades that’s constantly disappointing me. For some reason that’s completely lost on me—at least in recent years—this company has along the line picked up a reputation as being superb in the CX realm. To be honest, way back, they really were, but these [...]
I was chatting recently with a colleague who’s in the public utilities industry and we were discussing (as I do with most of my colleagues) Customer Experience and how certain brands handle ‘issues’ and ‘tickets’ and ‘incidents’. Often these terms are used interchangeably because many brands are pretty self-centered instead of being Customer-centric. The point [...]
Have you ever complained about something and rather than the agent at the Customer Service desk or on the Customer Support line having what seems to be a well-rehearsed, often-used, ready solution to your concern, you receive instead a well-rehearsed, often-used, and ready explanation for why what’s bothering you has to be the case? Usually [...]
I recently had a series of not-terrible-but-still-irritating experiences with a major service provider. I’m a pretty loyal Customer of this company, but a few of their new procedures and rules have made dealing with them much more cumbersome and frustrating. What’s more, their Customer Support staff has been empowered really only to express their sympathy [...]
Last time I wrote about how we need to update our attitude and culture when it comes to Customer Insights. An overreliance on simply collecting and reporting KPIs is making all the information we’re gathering (and perhaps, if we even go this far, analyzing) pretty useless. That uselessness will reflect on the broader effort (insofar as [...]
Sometimes I can get cheeky and say crazy little things like, “Maybe just stop doing VoC?” Now, I realize that outbursts like that have their provenance in the paradox that is the combination of petulant child and grumpy old man that reside in my own mind. But sometimes there’s more to it, and the more [...]
I have a friend in the loyalty business. By that I mean loyalty programs: airline miles, hotel points, punch-cards from your favorite sub shop. We were talking recently and the conversation got me to notice: A lot of loyalty programs don’t really advance their own brand. Sure, they’ll keep Customers coming back (But is it [...]
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