Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.

When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy […]

by Jeff Toister 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 hadn’t. Incredibly, the IT department was able to fix the issue in […]

If you can find an hour, you can do the following to help improve your customer experience.

It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!)   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest […]