The new book is out! Pick it up here!
One could say that I’ve been a bit schizophrenic about the idea of a Return On Investment for Customer Experience. I may be a bit more charitable to myself and say that I continue to evolve on “the ROI question.” One of the first things I ever did as a CX “thought leader” was a [...]
Customer Support, Customer Service, and Customer Care (whichever you call it) tends to be a predominantly transactional existence: Customer has a problem, question, issue, etc.; Customer contacts brand; brand helps Customer (ideally); Customer goes on about life. And on and on. Very usually after such an interaction, the Customer is invited via an email link [...]
I wrote recently about a pretty rough experience I had with a digitally-based company. The long-and-short of it was that a technical glitch (which is inevitable for an online company eventually) was compounded by a horrible recovery effort. Eventually I had to escalate to the executive level in order to get my solution. At about [...]
Everything is digital these days. I know, I know; I sound like an old man…perhaps shaking his fist and yelling at clouds. And of course it’s an exaggeration. And I’m not talking about how even traditionally brick-and-mortar brands allow you to order their goods online and have them delivered to your home. Nor do I [...]
I ordered something recently from an online retailer. I received the confirmation email for the order and the next day an ebullient follow-on announcement from the brand that my packaged “Has Shipped!!” Yes, two exclamation points. Good for them to keep the lines of communication open and to not only keep me abreast of the [...]
We joke about how bad CX is sometimes. And with certain things like your online presence, sometimes certain brands miss the mark so badly, you’d have to have a heart of stone not to chuckle. (Not to mention, the more brands get things so terribly wrong, the more work there is for consultants like me!) [...]
It’s astonishing that it’s 2025 and I have to bring this up, but: Why are certain brands even online, anyway? It’s not new technology…sure, everybody has a website and if you don’t, it kind of looks fishy. Can you think of any major brand that’s not online? (Pause here for a flood of responses and [...]
Independent consultants have it sort of tough. Don’t cry for us; the liberties we enjoy make it pretty awesome as well. But for sure the risk and uncertainty is balanced out (or sometimes, it’s not!) by the freedom to choose our hours and our clients…the work we do and don’t do. It’s certainly a lifestyle [...]
I wrote a while back about a pet-peeve of mine when I grocery shop: Not enough small carts. Now, that’s clearly a small thing (literally!) to get too overworked about. First World Problems, and all that. At the risk of delving further into Angry-Old-Man-Shaking-His-Fist-At-The-Clouds territory, let me gripe again about shopping carts. As I’d mentioned, [...]
I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation I’d had with a colleague. Briefly, I noticed that, absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not [...]
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