How to Create the Most Spectacular Customer Service Disasters Humans disappoint one another. We do it all the time. We disappoint when we don’t show up for someone’s big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint each other by saying what we think or by not speaking up when we should. […]
Is Your Mission Customer-Focused, or an Empty Promise? What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to it, they have a tough time determining what should be included in the customer experience mission. When beginning an initiative to improve […]
