The new book is out! Pick it up here!
Brands always will tout how important their Customers are to them. Sometimes it’s trite hyperbole, and sometimes it’s a sick joke. There are definitely different levels of no-kidding on-the-ground real-world ardor for Customers from one brand or another, but there never seems to be a lack of brands telling the world how much they love [...]
One of the things I’ll say a lot is that ‘two things can be true.’ Usually this is when somewhat paradoxical circumstances obtain at the same time. For example, you can love your job, but there’s nothing better than a weekday at a baseball game or on the ski slopes. Comedian Louis CK has a [...]
Am I an old man yelling at clouds? Hear me out: I was doing some cleaning the other day and had occasion to need a moist towelette. We keep some from a big brand you’ve heard of for cleaning tasks like the one I had at hand, and I opened a new package. Now, they’re [...]
So yes, I’ve been hounding you lately about VoC and Customer insights. And yes, I’m an analyst going way back, so I love me some good old-fashioned bean-counting! But wait. If you’re taking my advice and looking in clever places for your Customer insights, you’ve probably taken my admonition that, in addition to asking your [...]
I was chatting recently with a colleague who’s in the public utilities industry and we were discussing (as I do with most of my colleagues) Customer Experience and how certain brands handle ‘issues’ and ‘tickets’ and ‘incidents’. Often these terms are used interchangeably because many brands are pretty self-centered instead of being Customer-centric. The point [...]
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 [...]
Last time I wrote about how we need to update our attitude and culture when it comes to Customer Insights. An overreliance on simply collecting and reporting KPIs is making all the information we’re gathering (and perhaps, if we even go this far, analyzing) pretty useless. That uselessness will reflect on the broader effort (insofar as [...]
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 [...]
In the profession I am, I often interact with brands much more than the average Customer would. Frequently, I find myself reaching out to an organization simply to offer them feedback, not necessarily because I need help. Usually, it’s after I’ve had an interaction in which I have needed help that I’m moved to ping [...]
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 [...]
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