Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might […]

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! […]

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their […]

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no […]

I’m getting calls from very well-meaning business leaders lately. They are well-versed in many areas of business. Perhaps they were in marketing, or technology or operations. Or maybe they were responsible for the learning and development of thousands of employees. They have credentials and experience and are viewed as leaders of change in their organizations. […]

Who doesn’t just adore a time-saving shortcut? One of my favorites is the convenience of typing the first two letters of a web address into my browser and being magically transported to the site! But can you, or should you, take shortcuts with your customer experience? The problem with shortcuts is that they are often […]

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 and check your progress. But if you’re only looking at profits and growth, you’re only part of the way done. […]

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 about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and […]

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 calling the same customer service rep on a different day means having a completely different experience! Are you dealing with […]

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 best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience. […]