A Failure of Imagination
There are many ways to fail, in business and in life. But if you can help it, don’t let yourself be a failure with regards to imagination.
This Is No Way to Run a Business. On So Many Levels.
Here’s a true story about a business that forgot why they were in business.
We Request Your Feedback
Don’t think silence means you’re doing a good job.
How Can You Claim to Have Interpersonal Skills When You Don’t Have Accountability?
This isn’t old school “plays well with others,” this is – find success by “relating well to others.”
Your Organization Needs A Chief Complainer
“Proactive” is not rushing to solve a problem, it’s avoiding the problem in the first place. But you can only avoid things if you know that they exist.
First Impressions
Impressions matter. Especially the early ones.
Customer Experience = Operations Plus Human Relationships
People and process. Fix your processes, so that you can pay more attention to the people.
Why Am I Not Special Anymore? – Losing the Customer Service Edge
Prices and experiences must match.
How to deal with “problem customers”
We’ve all been there. We’ve all had to deal with “problem customers.” You know the ones – the customers who make unreasonable demands, the ones who are rude to your employees, the ones who write negative reviews online.
A Year of CX in the time of Covid
Covid didn’t change everything. Not really. It just made everything more obvious.
The CX Blunders Costing You Business
Have you ever questioned why, with regards to your organization’s Customer Experience, the results of your efforts haven’t met expectations? Here are some missteps that I commonly see: