The new book is out! Pick it up here!
I recently had a series of not-terrible-but-still-irritating experiences with a major service provider. I’m a pretty loyal Customer of this company, but a few of their new procedures and rules have made dealing with them much more cumbersome and frustrating. What’s more, their Customer Support staff has been empowered really only to express their sympathy [...]
Sometimes I can get cheeky and say crazy little things like, “Maybe just stop doing VoC?” Now, I realize that outbursts like that have their provenance in the paradox that is the combination of petulant child and grumpy old man that reside in my own mind. But sometimes there’s more to it, and the more [...]
About a month ago I received an email inviting me to speak at an upcoming CX conference. If you know me, you know that I used to do a lot of these. Between client work, military duty, and domestic obligations, it’s hard to find the time anymore. But this one happens to be occurring at [...]
I’ve written on several occasions (and many others I’m sure I could dig up) about how it’s your responsibility as a brand to take care of your Customers, not just to give them excuses. Sometimes when I lodge a criticism of a policy or process with a brand, I’m given an excuse in reply. When [...]
I wrote recently about a pretty rough experience I had with a digitally-based company. The long-and-short of it was that a technical glitch (which is inevitable for an online company eventually) was compounded by a horrible recovery effort. Eventually I had to escalate to the executive level in order to get my solution. At about [...]
One Big Question I hear a lot these days is about AI and automation. “How will AI impact CX?” How the heck should I know? It’s clear I’m the one writing all these articles, isn’t it? I wonder if we’ll reach the singularity and the world will implode if someone uses AI to write an [...]
I used to say that I don’t know anything about Marketing. Then I started spending a lot of time with marketers. They’re an interesting bunch, and considering that, as I like to say, Marketing and CX share two sides of the same coin—that being the Brand Promise—I’ve had many conversations as our work compliments each [...]
Having spent a lot of time in education—corporately doing plenty of L&D work, having had lots of clients delivering workshops and such, and of course as a professor—I’m intrigued by how folks learn. What’s lost on a lot of educators, unfortunately, I’ve found, is the purpose of education in the first place. Now, I don’t [...]
Customer Experience is a very important part of advancing your brand. In fact, as I like to say, CX is the delivery of your brand. When you think about your Brand Promise, your Marketing team spends a lot of time and energy developing and designing it. It turns to the CX function in your organization [...]
All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) The ominous overtone to most of these conversations is that Robots [...]
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