A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Basic cognitive actions that help people function normally in daily life can actually be detrimental when applied in organizational contexts.
Organizational labels can exert a surprisingly strong influence on employees’ perceptions about their roles and the experience they then deliver to customers.
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.
Treat prospective employees as customers and the right people will take notice.
New reforms come to credit card bills. But why didn’t banks stake out this higher ground on their own?
When times get tough, customers’ allegiance to particular companies and brands really gets tested. How is yours faring?
