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Maybe just stop doing VoC?

I’ve been toying with an idea recently:  Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial.  But as opposed to my usual way of doing things, that’s not why I suggest this.  In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning: Brands sometimes spend [...]

By |2023-09-12T14:53:22+00:00September 12th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Measures & Metrics, Process Engineering, ROI of CX|Comments Off on Maybe just stop doing VoC?

No Be There

Probably one of the worst shows streaming these days is Kobra Kai, but if you’re like me, you can’t look away.  Naturally, being a Gentleman of a Particular Age™, the original Karate Kid movie was part of my growing up, so I was curious.  In the modern iteration, the acting is atrocious, the dialog is [...]

By |2023-08-29T15:26:28+00:00August 29th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Process Engineering|Comments Off on No Be There

Don’t bother if you can’t get it right

My partner gets his hair cut at one of the chain “salons”.  I use the quotes because it’s not a fancy place.  There’s nothing wrong with it, but it’s a chain that you can probably guess…there are a few of them and they do fine work for a great price. His only gripe is one [...]

By |2023-08-01T15:56:25+00:00August 1st, 2023|Consulting, CX Strategy, CX Thoughts|Comments Off on Don’t bother if you can’t get it right

Resolved or Closed

I’ve written before about how astonishing it is that some brands seem to be actively trying to alienate their Customers with obvious slights like specifically using the words “Do_Not_Reply” for the actual name of the mailbox when communicating.  It’s as though someone asked a hypothetical question:  “How could we best indicate to our Customers that we [...]

By |2023-07-19T14:55:33+00:00July 19th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on Resolved or Closed

It may be your partners

I was speaking with a friend recently who had some car trouble.  Hers is a fancy car (much more fancy than mine) and she’s used to having concierge-type service and treated very well by her car company when she needs help. However, on this instance, her experience with the tow-truck driver who came to help [...]

By |2023-06-21T14:20:49+00:00June 21st, 2023|Consulting, CX Strategy, CX Thoughts|Comments Off on It may be your partners

Leave Me Alone as the next CX

I write a lot (these days, at least, it seems) about cars.  Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs.  So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the [...]

By |2023-05-23T13:56:44+00:00May 23rd, 2023|Consulting, CX Strategy, CX Thoughts|Comments Off on Leave Me Alone as the next CX

Your Brand Promise is Everything

I’m not saying I’m a big shot or anything, but mine is a luxury car. Okay, to prove I’m not a big shot, I’ll concede that it’s the entry-level first-time-buying-a-luxury-car model from a certain German automaker.  And, I bought it a while ago. I’ve had it for a while.  So yes, boujie I’m not…yet (keep [...]

By |2023-05-09T13:55:42+00:00May 9th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Your Brand Promise is Everything

You’ve lost me by then

You know that I’m big into walking in your Customers’ shoes.  I write about it all the time and it plays a huge part of the book.  But you’ve got to go into it with the right frame of mind.  It’s not practical to expect you can shed all your priors and blinders, but you’ve [...]

By |2023-04-25T14:45:11+00:00April 25th, 2023|Consulting, CX Strategy, CX Thoughts, VoC|Comments Off on You’ve lost me by then

Why do you ask?

When you ask an analyst a question, ideally it’s met with several in return.  That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer.  A healthy dialog between you and an analyst will lead to much better analysis and even more importantly, that [...]

By |2023-04-12T15:41:26+00:00April 12th, 2023|Consulting, CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on Why do you ask?

I don’t care that you care

I wrote recently about an interaction I had with a support representative in which I told her I was sorry that she was working for a brand that disrespected her enough to preclude her from being allowed to help me.  I’m not sure if she appreciated that I was being honest and sincere in my [...]

By |2023-03-28T15:05:58+00:00March 28th, 2023|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on I don’t care that you care
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