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Executive escalations can be a real life-saver for an organization. Whether it’s a high-profile Customer or just someone whose experience has gone completely off the rails, sometimes escalating dramatically can truly save the day for CX. I recently had an experience that was saved by an executive escalation. I happen to know a Senior Director [...]
“You’re soaking in it.” Do you remember that commercial for dishwashing soap that was supposed to be so incredibly good for your skin that the lady who’d gone in (to see Madge, remember?) for a manicure was unknowingly enjoying its benefits, thinking she was dipping her fingers into some wonderful skin tonic? Or have you heard [...]
I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO. At the time my practice was mainly focused on training [...]
A good lawyer never asks a question for which he doesn’t already know the answer. That’s not necessarily just about being smart and being prepared. Frankly, it’s a manipulation technique used to sway juries and judges: When they get a witness on the stand, the most important thing for an attorney is to control the [...]
Y’all know I’m a big fan of metrics. Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an analyst. My BS is in Mathematics, and I teach Statistics at the Air Force Academy. So yea, I dig numbers. I write about them [...]
I have covered my experience using Twitter to solve a support problem in a previous article. For many CX (and definitely Customer support) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni-channel. It sometimes seems like an obsession. A colleague recently posted in one of the online discussion [...]
Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers. As such, your insights and thoughts are incredibly valuable to us. Incidentally, although [...]
Can I start a controversial article being completely uncontroversial? Thanks. Here goes: Good employee engagement is an absolute requirement in order to drive good CX. Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re [...]
Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question. It doesn’t matter what sort of survey you send [...]
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