Few organizations ever reach world‑class Net Promoter Score (NPS) levels. Yet, leaders everywhere talk about the importance of the customer experience. Bain & Company’s global benchmarks show [...]
Superior customer service passed away quietly last night. It succumbed to a prolonged illness. The wake is at the next quarterly meeting, and the funeral will follow shortly. Each year companies [...]
This customer experience leadership training video will share the state-of-the-art in the field. Unfortunately, it is not good but that could be a benefit for you. Companies lose billions of [...]
Great companies and managers elevate people first. Yet, employees’ are disengaged to the tune of 85% worldwide. In the US it is 70%. Either number is disastrously poor. What does this mean [...]
A superior customer experience is rare. I travel often. As a result, I witness the best and worst customer experience (CX) companies have to offer. The poor examples outnumber the good. For [...]
Human Sigma involves the connection between employee engagement and the customer experience. Each undoubtedly influences a company’s financial results. Yet, it is important to clarify that [...]
As I conducted a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. I had forty-five participants, they were [...]
Sadly, the great customer experience scam is on. First, everybody says they are in favor of good customer service. It is as desirable as apple pie, family, and free expression, all rolled into [...]
Horrible customer service is the norm today. It reigns! Have you experienced any similar scenarios recently like the ones below? I have all within the last month. Can you relate to these? I know [...]
Fatal CX flaws in thinking and strategy foretell the demise of most companies trying to improve their customers’ experience. Their efforts become an epic comedy of errors to the tune of the [...]
