The new book is out! Pick it up here!
This topic is somewhat tangential to CX, but still something that I find impacts it. Warning up-front, it’s (like most of what I write about) a bit of a bee in my bonnet, so apologies in advance for the solipsism. I wrote a while back about how some brands, likely without meaning to, come off a [...]
Brands always will tout how important their Customers are to them. Sometimes it’s trite hyperbole, and sometimes it’s a sick joke. There are definitely different levels of no-kidding on-the-ground real-world ardor for Customers from one brand or another, but there never seems to be a lack of brands telling the world how much they love [...]
I have a theory: Politeness is killing CX these days. Now, no, of course, I don’t mean your politeness as a brand and that of your front-line team members to your Customers. By all means, keep that up! I mean that, as a society, our politeness is keeping us from delivering and receiving better Customer [...]
One of the things I’ll say a lot is that ‘two things can be true.’ Usually this is when somewhat paradoxical circumstances obtain at the same time. For example, you can love your job, but there’s nothing better than a weekday at a baseball game or on the ski slopes. Comedian Louis CK has a [...]
Last time I wrote about a phenomenon whereby, when an organization stands up an Office of [Your Favorite Thing That’s Oh, So Important!], other parts of the company will have a tendency, instead of embracing the spirit of whatever you’ve decided is so vital to your business, of feeling relieved of having to ever again [...]
I began my corporate career years ago at a brand that briefly became famous (infamous, for sure…so much so that I could probably name names without repercussion…they’ve long since learned the lesson anyway) for hiding the phone number for their Customer Service department. Way back in those pre-Google days, it became almost a cultish rite [...]
My eye doctor recently prescribed contact lenses for my presbyopia. When I say “lenses”, I mean lens because… well, if you’ve not heard of monovision, that’s an article for another time. Suffice it to say, it’s a pretty interesting way for a gentleman of a particular age to avoid reading glasses. Anyway, when I went [...]
A few years ago, I ran into the following sign posted on the glass door of the steam room at my former gym (I’m no longer a member there, but I made a note of it at the time): “No Shoes. No Paddle Boards. No Gym Equipment. DO NOT pour water on the thermostat!!” Yes, [...]
I recently pulled some Reserve duty (yes, after all these years, I still do that), and one of the things that always seems to strike me (yes, after all these years, it still strikes me) is what often comes off as a complete lack of CX focus among military folks whose job is literally “support” [...]
Am I an old man yelling at clouds? Hear me out: I was doing some cleaning the other day and had occasion to need a moist towelette. We keep some from a big brand you’ve heard of for cleaning tasks like the one I had at hand, and I opened a new package. Now, they’re [...]
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