The new book is out! Pick it up here!
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES, as I’ve written in other instances, even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions). [...]
I was on Nancy Munro's podcast this week to ring in 2021. She's the brilliant CEO of Verbal Transactions. Check out the recording at this link.
Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter. The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me. It’s mostly anecdotal but I [...]
The other day I spent about 45 minutes round-trip (short by standards…read on) and about $45 mailing Christmas cards. Happy Holidays to our family and friends who receive one from us! I use the word “mailing” deliberately because that’s all I was doing. I wasn’t shopping for them, digging through my computer to find the [...]
The Wall Street Journal has a daily column called “Best of the Web Today.” Its originator, James Taranto, created it as a bit of a light-hearted end-of-the-day quick-hit piece with a bit of political commentary thrown in as well. A recurring gag is to make little jokes about headlines published around the Web that, regardless [...]
One of my Five Principles of Good CX is Communication. You can screw a lot of things up with your Customers and they’ll still forgive you, but if you’re keeping information from them or leaving them in the dark, there’s really little excuse. Sometimes you don’t know things, but letting them know you don’t know [...]
With all due deference to Matt Dixon, sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an [...]
This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for [...]
We’re now up to the last of the Five Principles of CX (you can find an introduction to this series here, and parts one, two, three, and four at these links), Every Customer Elite. This may sound like the usual boilerplate feel-goodery that comes with CX leaders and writers all the time: Put the Customers [...]
We’re up now to the fourth of the Five Principles of CX: No Near Misses. We’ve covered already how it’s our responsibility to avoid issues in the first place (Principle 1, Get It Right) and how important it is to keep the lines of communication open and take on the stress of our own internal [...]
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