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 [...]
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 [...]
Few companies or leaders know the “secret sauce” for employee engagement. This is a business disaster. This employee engagement training video will highlight these facts. I will share [...]
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 [...]
In the quest to improve customer loyalty and experiences, consider the customer driven “cultural habits” of successful service organizations, such as: Disney, Apple, Southwest [...]
How good or bad is the customer service you receive? I know it depends on the company and even the person. Yet, overall, how would you rate the customer service delivered by the companies you [...]
Few companies or people deliver what I call Moments of Magnificence to customers. Few people talk about receiving outstanding service. It should not be that way. It does not have to be that way. [...]
