Client-focused strategies to enhance revenues, drive new and repeat business, and delight your customers


Why we continue to measure the wrong things in service {Ep.30}

  • February 15, 2018

You are measuring the wrong things in your service center, it is a big reason your CX efforts are having trouble getting traction or funding. There is a better way    

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Why you can’t listen to the Experts (Ep 29)

  • January 14, 2018

I didn’t get a Christmas card from the head of IT – all the other VPs did. I was on his shit list, and probably deserved it. We worked in 70 year old company, I wanted to run customer service like a start up right after a B round. He ran IT like the KGB. […]

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What Elon Musk Gets About Customer Feedback

  • October 3, 2017

I have said it before, most customer surveys are a waste of time. I had a bad experience at Best Buy, so I decided to share some free feedback with their CEO – didn’t ask for anything, just wanted to share my suggestions as a customer. My email got forwarded to someone, who proceeded to […]

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Ep 7. Being a Contact Center Agent Sucks and how we can fix it

  • August 20, 2017

I asked an executive if his son would be considering a job in his own call center from the look on his face, you would think I was suggesting his son take a job with ISIS! He was completely disgusted with the question. I don’t completely blame him, the job sucked when I first did […]

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