Is It Really That Important That I’m Wearing a Name Tag?
There's always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to "forget" to do what he's told or at worst, intentionally...
View ArticleEnough with All the “X’s”. It’s Time to Act!
CX. PX. UX. EX. XM. SX. How many different “X’s” can you name to describe the experience you want for your customers? It’s time to act.
View ArticleHow to Win in the Age of Unreasonable Consumer
Are we willing to be more unreasonable than our consumers? If yes, then how and where? I recently stumbled onto a video of Adam Morgan (Co-founder of eatbigfish and the co-author of a brilliant book –...
View ArticleDon’t leave that seat empty
There’s an old anecdote that certain customer-centric companies are “so dedicated” to their customers that they leave an empty chair at the table in the meeting room. What a waste of a seat!
View ArticleTime to Retire Customer Obsession
We’re better off applauding customer obsession for its marketing impact, acknowledging that operationally, we’re probably not as obsessed as we think we are, and that in a customer-obsessed world,...
View ArticleIs it loyalty?
When brands think that Customers are loyal to them, I think they’re kind of kidding themselves…especially when they’re trying to do things like make ease-of-use or low-pricing their calling cards.
View ArticleCompanies Taking a Stand on Social Issues – Long Overdue or Out of Line?
Should companies remain in the shadows and stay silent on issues that directly affect their consumers? Or risk the potential backlash, speak out, and become the living embodiment of the values that...
View ArticleWhat’s Holding You Back from Creating Better Experiences?
How can we focus on the positive things we can do to facilitate true CX transformation within our organizations?
View ArticleHire a Chief Problem Solver to Create Value all round
Do executives and CEOs truly understand the problems customers are facing? Do they have a problem solver whose first job is to look for and identify problems and then solve them within the company and...
View ArticleFrontier Airlines: In a Digital Age, Is a No-Phone Customer Experience Model...
The cost-cutting potential of going digital-only will always draw the attention of business leaders. Should traditional channels be condemned to the history books?
View ArticleAdding Support headcount is losing
Does adding headcount to Customer Support, Care, Success, or Service teams really demonstrate dedication to Customer Experience?
View ArticleCX leaders aren’t prepared for the chat revolution
ChatGPT has ushered in a new era in terms of how customers will interact with brands, and it will fundamentally overhaul the entire customer experience, especially service and support interactions. Are...
View ArticleShould Companies Take a Stand on Social Issues?
As the world becomes more socially conscious and politically active, many brands are taking up the cause and showing their support for various social justice movements. But can championing a social...
View ArticleChatGPT AI: What can possibly go wrong?
How useful is this tool, really, for life and business use? How should we see it as marketers?
View ArticleThe One Thing Every Customer Experience Person Should STOP Doing Right Now
One thing that every customer experience leader should stop doing right now--plus four honorable mentions. CX pros: What is your top thing to stop doing?
View ArticleHow Soon Will AI Replace Customer Service Agents?
Commentators have been suggesting that professional jobs, including those in contact centers, are about to vanish since ChatGPT was released at the end of 2022. AI is good at performing tasks, but can...
View ArticleWhy You Need to Choose and Use Performance Metrics Carefully and Beware of . . .
“You can’t manage what you can’t measure” is one of the most often-repeated maxims in the business world. What happens when the "number" becomes the goal?
View Article8 Signs That Your Team or Company May Not be a Customer First Team
While your slogans, support site, and company all promote customer first, here are eight signs that this may not be the truth.
View ArticleHow Much is Too Much? Navigating the Fine Line With AI-Driven Personalization
Generative AI (GenAI) has heralded a new era of personalized CX, but brands must be careful about where and how they use it. Too much personalization may feel intrusive to some, while too little can...
View ArticleThe Evolution of Southwest Airlines from Different to Sameness
Southwest has recently announced that they are going to be just like all the other airlines starting in 2025. Assigned seats, more leg room sections, etc. How long til they start charging for checked...
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