A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Is your customer experience agenda all about Lean and Six Sigma? You’re missing something important.
Yes, you can share bad news with customers and still come out on top…
Welcome Inductee #1 into the Customer Experience Hall of Shame.
A major hotel chain rolls the dice with “random acts of generosity” to cultivate customer loyalty.
Are your customers really satisfied, or are your feedback surveys merely generating hallucinations?
What “wrap rage” tells us about the scope of the customer experience.
Feedback from my NY Times article, and a lesson in not turning a blind eye to your customer experience.
Cut your service staff due to lower, recession-induced customer demand? Beware the rebound.
New reforms come to credit card bills. But why didn’t banks stake out this higher ground on their own?
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