Blog & Resources

Jeff Toister

How Metrics Hide Serious Customer Experience Problems

It's not every day you solve a $50,000 problem. That's what the customer service manager had just done. It was a billing issue that fooled the company's CRM system into thinking a customer's payment had been processed when it really ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.