The new book is out! Pick it up here!
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). […]
This is another in a series of articles I decided to start writing a while back calling out brands for doing the right thing when it comes to CX. There’s a lot of negativity out there, and I’m even a big fan of learning from our (and others’!) bad CX practices. You’ll notice I don’t [...]
I’ve been with a certain service provider for about 20 years now. It’s definitely the longest I’ve ever been with any brand that I can think of off the top of my head. Sometimes you stay because it’s the only game in town (you can likely consider your cable company for this example). Sometimes you [...]
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 listen to a wide variety of podcasts…I’ve even appeared on quite a few of them myself. (“Appeared”? That doesn’t sound right for a podcast. Anyway.) In the jumble of all the great content, recently I was listening to one on which the guest made a reference to a movie that I hadn’t thought about [...]
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 [...]
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