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


Is the worst Job in Your company in the Call Center?

  • September 12, 2018

If you work in customer service, or specifically in a call/contact center you should stop here because I am about to really bum you out. Being a call center agent sucks. It’s not just that a tiny minority of customers are assholes and your company won’t fire those terrible customers or that customer service pay […]

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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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