The new book is out! Pick it up here!
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 [...]
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 [...]
Customer Support, Customer Service, and Customer Care (whichever you call it) tends to be a predominantly transactional existence: Customer has a problem, question, issue, etc.; Customer contacts brand; brand helps Customer (ideally); Customer goes on about life. And on and on. Very usually after such an interaction, the Customer is invited via an email link [...]
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 posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is in mind, and I figure it’s worth drawing your attention to it in a more formal manner: Copper Mountain ski resort in Summit County, Colorado, is my mountain. I love it, [...]
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