How does a company decide when it is time to transform/rebrand/change? There are businesses who differentiate themselves by their “old-fashioned”… Read more when is it time for change management?
Recently I had a conversation with a girlfriend about the pitfalls of adequate customer service. Have you ever been blown… Read more Should we settle for unremarkable?
It is impossible to completely remove my customer experience leader hat. On a shopping expedition of any sort, I can’t… Read more service statement: pay it forward continued…
When I look into the mirror, I see my reflection which tells me I am visible to the naked eye.… Read more Invisible Shopping Experience; How to Lose Customers
Help Please? When embarking on a shopping trip, what does the sales staff’s level of service look like? You may… Read more are we sales people or zombies?
Is it me? Network: A group or system of interconnected things or people. Oxford English Dictionary What is it… Read more “What’s in it for me?” A lesson in how not to network
I believe there can be too much of a good thing. Here are some examples of consequences from excessive behavior:… Read more 6 clues to customer service or disservice
This may sound cliche but I am a customer experience junkie. Everywhere I go, I am internally gauging the level of… Read more the customer is not always right.
Last week, after sitting through one of my evening classes, I knew there was a blog post/story that was emerging.… Read more another customer experience lesson (part 2)
What does school have to do with customer experience? As a paying student (customer) it is up to me to… Read more a lesson in customer experience