I couldn’t agree more with Casey Haksins and Peter Sims who argues in a recent HBR blog that too much efficiency can be just as deadly as too little as it leaves no room for trial and error. We all remember the 9.0 earthquake off the coast of Japan that triggered a...
I have seen so many proclamations like the one Brian Moynihan, CEO of Bank of America sent to his 270,000 employees last week stating they needed to improve their Customer service. When I received a called from NPR (National Public Radio) asking for a radio interview...
The online customer experience is one of the highest strategic priorities for most companies today. Online Net Promoter Score®, or word-of-mouth, is now easily measurable and far more of a visible metric to business success, as customers leave their reviews directly...
Is your best revenue performer your biggest problem when it comes to improving your Customer Experience? We all know the type of person I am referring to… These are the people who are good at hitting ‘the numbers’ (revenue) year after year. Their ruthless pursuit of...
For the New Year we thought we’d give you access to some of the key videos we have found on Customer Experience Management. Number 1: The Piano Stairs and the Fun Principle This is a great Video that demonstrates the Fun Principle. If you have ever wanted to seek...
