The new book is out! Pick it up here!
Here’s a throw-back article I wrote back in 2017, as United Airlines was retiring their 747 airframe. It’s tangentially CX-related, and although I’m no PointsGuy, I think it does a pretty good job as a travelogue. And if nothing else, it’s a reminder that we used to be able to get out there and travel. [...]
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 [...]
The turn in the narrative regarding Tony Hsieh’s death has been striking over the past few days as stories (like these in the Journal and Forbes) began to come to light based on accounts from those who knew him better than the rest of us who had merely admired him from afar. While the universal [...]
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 [...]
There’s plenty of bad CX out there. But I had an experience not long ago with a company that was so good it’s inspired me to start a new feature in my writing (and new category on the blog) today called “Getting CX Right” to celebrate those organizations (naming names!) that knock it out of [...]
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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