The new book is out! Pick it up here!
I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the survey in that [...]
A friend of mine was ribbing me the other day about the Net Promoter System and how I’m a pretty ardent critic, or at least questioner of it…not least because I think there’s a better approach (hint: It has to do with the proper purpose of doing CX in the first place). […]
What should you do when you’ve met your Brand Promise goal? That’s a question that came up from a former client recently. We’d done some great work in the past and the CEO called just to check in and catch up. His was a pretty specific question, but the general applicability is something that I [...]
I woke up the other day to find that my computer had restarted itself overnight. I knew it was coming, and frankly, it was my own fault; the desktop warning and request that I either pick a time or it’ll happen of its own accord “outside of active hours,” as if a self-employed consultant has [...]
I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience. The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place. These metrics allow for way too much [...]
A while back, one of my service providers sent me an invitation to fill out a survey. As I’ve stated before, sometimes CX people can be the best or the worst when it comes to such things. I will usually only fill out a survey when I know that I have something positive to say [...]
There’s an old anecdote that’s probably apocryphal—at least for some brands that like to tout it—that certain Customer-centric companies are “so dedicated” to their Customers that they leave an empty chair at the table in the meeting room where their leadership gets together that is ostensibly to signify where the Customer would be sitting….i.e., their [...]
I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us. My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another [...]
I was in the post office the other day and experienced a perfect example of how we often miss the mark when it comes to communicating with our Customers. The guy in front of me was shipping some big box, and as the clerk was measuring its linear inches, she asked, “would you like to [...]
We recently swapped service providers here at home for one of our communication services. The entire experience was a headache and we almost immediately regretted making the switch from our previous provider. What was so frustrating was that, no matter where we went to look for help, be it in a physical store, online, in the [...]
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