The new book is out! Pick it up here!
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 [...]
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 [...]
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