I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]
I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]
3 Tips To Manage the Voice of the Lost CustomerOctober 23, 2020 - 6:00 am
What’s in a Name? Your Ability to Please Your CustomersOctober 15, 2020 - 6:00 am
CX Day Topic: How to Become a Trusted AdvisorOctober 6, 2020 - 7:50 am
Culture Is the Cart, Change Is the HorseOctober 3, 2020 - 7:00 am
Don’t Just Drive CX Success, Sustain ItSeptember 24, 2020 - 6:00 am