by Colin Shaw | Nov 23, 2017 | Blogs, Customer Experience
Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the...
by Michael Lowenstein | Nov 22, 2017 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They...
by Colin Shaw | Nov 21, 2017 | Blogs, Customer Experience
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier...
by Colin Shaw | Nov 16, 2017 | Blogs, Customer Experience
I have led hundreds of successful Customer Experience (CX) program successes. I have also led a couple that failed. What’s the difference between the successes and the failures? A few things, but one of the most significant is the way an organization’s culture is...
by Michael Lowenstein | Nov 14, 2017 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at...
by Colin Shaw | Nov 14, 2017 | Blogs, Customer Experience
After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do you see our waiter?” She craned...
