Entries by Shawn Phillips

UPS Fail: Mishandled With Care

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]

Customer Health Dashboard Tips

Far too many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards. Customer health dashboards are foundational to measuring and improving (and proving!) the […]