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I hate to break this to you, but we’re more than half-way through the calendar year. Have you done a mid-year review yet? This is a critical time to review your goals for this year
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel
There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes
It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond
It also takes a bunch of traits that are often not found in one person.
Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry. Of course there are exceptions to this rule,
Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply
I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is
It’s been an eventful few days during my latest pilgrimage to the South By Southwest (SXSW) Interactive Festival in Austin, Texas. Yes, I’ve had my share of good barbecue, live music and a few margaritas. But
I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they
