A Masterclass in Alienating Customers: 10 Common CX Blunders
From my associate Grant Tate. This month’s theme is customer experience. But instead of diving into data dashboards, journey mapping, or A.I. chatbots whispering sweet nothings to your customers, let’s take a stroll through the haunted amusement park of awful service. These are the moments that make loyal customers disappear faster than your dignity in […]
The Everyday Election: Earning Long-Term Loyalty in the CX Era
From my associate, Janice Giannini. In any business, one truth remains: the customer has a choice. Unless you can dictate that choice, which few organizations can, you have to earn it every day, in every interaction. Customer experience is a daily election. Each engagement is a ballot. Your Brand either carries the vote or it doesn’t. One […]
10 Overlooked Ways to Deliver Standout Customer Service (Items #41-#50)
While many organizations focus on the fundamentals of responsiveness and efficiency, the most distinguished companies elevate customer service by tapping into lesser-known yet impactful strategies. There are countless lists of the Top 10 Ways to move the needle for customer service. Here are ten advanced techniques (items #41–50) to help your team move from good […]
Understanding Customer Experience: Lessons from a French Anecdote
From my associate Dan Elliott. I was reading—no, I was “scanning”—through an internet forum the other day where people were discussing the places they had traveled. One gentleman emphatically claimed France, particularly Paris, was the rudest place he had ever been. This caught my eye. Not because I hadn’t heard that before—we’ve all heard that before—but […]