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HOW TO GET SERIOUS ABOUT CUSTOMER EXPERIENCE: SEPARATING SIGNAL FROM NOISE

  • October 30, 2016

“Water is wet! Customer Experience is good!” Your feed is probably filled with articles about the customer experience. Many of them are great and you are probably nodding in agreement at most of it. But now what? The next piece of content agrees with the last one you read or watched, the volume is louder, […]

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Say Goodbye to Your Service Job

  • December 24, 2015

Our CEO would frequently refer to our company as a “family” every time he would speak. It always had a stench of bullshit to me, but today it stunk pretty bad. Like every family, a time comes when you have to make tough decisions when the going gets rough. Today was one of those days; […]

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“In God we Trust, all others bring data”

  • December 24, 2015

I was an invincible sophomore in College, I had a  terrific girlfriend with a grown up job, life was good. At least until she wanted to discuss our “future”, so we planned a meeting at our favorite spot in the student union. I stayed up late the night before deep in thought contemplating the different […]

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What Customer Service And Prostitution Have In Common

  • December 24, 2015

On one spring morning, I had 2 very upset employees in my office, they were both in tears, one was a great frontline customer service rep and the other was her manager. I couldn’t make out much of what she was saying but I heard enough to understand a customer called her an F’ing B*$%! I […]

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