The new book is out! Pick it up here!
I began my corporate career years ago at a brand that briefly became famous (infamous, for sure…so much so that I could probably name names without repercussion…they’ve long since learned the lesson anyway) for hiding the phone number for their Customer Service department. Way back in those pre-Google days, it became almost a cultish rite [...]
A while back I made hotel reservations for a big event. Since it was a big event, not only were the prices sky-high, but bookings came with extra strings and complications. Naturally the hotel (and likely all the others in the region) wanted to ensure maximum capacity as it’d be a real shame to leave [...]
I am asked all the time by clients and potential clients how they can improve their survey response rate. In fact, my reply is so readily available off my hip that I’m surprised I hadn’t written about it until now, although I’m sure there are podcast episodes all over the place with me sharing this [...]
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 [...]
As a Lean Six Sigma Black Belt and Process Engineer, and if you’ve ever read any of my stuff about the whole purpose of CX, you know I’m all about processes. One of the coolest things I ever discovered in my professional journey was the great applicability of these traditional waste- and error-reduction methods to simply [...]
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 [...]
I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation I’d had with a colleague. Briefly, I noticed that, absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not [...]
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 [...]
I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework, I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. After all, as I’ve written previously, CX is really just an excuse [...]
Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point [...]
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