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


Ep 14. In Defense of Stupid Questions

  • August 10, 2016

I was held at customs for about 30 minutes for being smart ass, I thought the customs agent and I were bonding over our respective jobs. Turns out I crossed the line, he didn’t find any humor in me asking him why he has to ask every traveller a set of stupid questions. File that […]

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Your call may be recorded for Comic Relief

  • June 26, 2016

Virtually every 1800# you dial has an ominous warning – “Your call may be recorded for quality purposes.”  Half of that statement is true – there are billions of interactions on servers around the world.     These calls are dissected and evaluated but they do little to improve customer outcomes. From what I can […]

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The Damn Millennials are ruining the Customer Experience

  • May 19, 2016

  One of my clients used to brag about his refusal to hire any more young people – his argument was “the damn millennials were too entitled.” He would constantly hold up his attrition over the last 5 years as proof.  It was personal for him, he was in online retail and his margins couldn’t handle that […]

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Ep 9. Omni-Channel is a unicorn

  • May 9, 2016

There are lots of legitimate complaints about customer service  and the overall experience –  automated systems that seem designed by sadist. To say nothing of getting transferred from one  department to the next, only to have to repeat your problem over and over. There is plenty to fix, so for heaven’s sake why have practitioners chosen to obsess […]

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