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


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

  • February 22, 2016

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 […]

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Ep 5: What happened to the Starbucks Experience

  • February 4, 2016

My relationship with coffee is non-committal, I’ll drink it if it’s in front of me but my normal wake-up drug of choice is crispy bacon! Starbucks is still my default meeting place to meet a colleague or friend. Not that long ago an old colleague invited me to catch up at a Starbucks of her […]

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