Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization. If, like many companies, you’re not paying attention when they turn on their blinkers to make that move, you’re making a costly mistake. To avoid missing […]
Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime.
I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […]
Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […]
The improbable happened. I got great service from CenturyLink. Less improbable was the Kansas City Chiefs’ come from behind win in Super Bowl LIV. It was the third time in as many games they came from behind to win. On any given weekend during football season, any NFL team can rise up and beat all odds to get a win. That is what happened on a recent Saturday with CenturyLink. And the moral of […]
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To Spur Action, Create a Sense of UrgencyAugust 6, 2020 - 6:00 am
CX Needs Change ManagementJuly 31, 2020 - 9:16 am
Experiences Designed for Everybody Satisfy NobodyJuly 22, 2020 - 6:00 am
Chase Business Results, Not Survey ScoresJuly 15, 2020 - 3:06 pm