• Service Elite: Foundation of Customer Experience

    Most companies tell their front line to deliver a “great customer experience”, and that’s the extent of it. Verizon is going deeper, digging in to culture and operations with their Service Elite program. We began working with the team at

  • Being Polite Isn’t Enough

    Are “polite” conversations ruining your numbers? Yes, probably. That sounds ridiculous, doesn’t it? Hear us out. The [ASU “Customer Rage”] study shows 56 million American households experienced at least one problem during the past 12 months, and about $76 billion

  • The Secret (hot) Sauce to Customer Experience

    Hot sauce can teach you a lot. It can teach you how to respect your limits, or how to push them. It can teach you pain management, or raise your pain tolerance. It can teach you that you like hot

  • Take off the TRAINING wheels. Employees don’t need them

    What separates one century from another? Progress; change; different, if mostly better, ways of doing things. Between the 20th and 21st centuries, especially, there were many notable advances. Here are some of the obvious ones below:   . 20th Century

  • Case Study: How Home Depot Nailed the Competition

    In the war for customers, we’ve shown you that victory depends on the customer experience a business provides. Time and time again, companies are held captive by price and product, ignoring the key battleground that is customer satisfaction, or CX.

  • What’s your SALES BRAIN?

    If sales are part of your job, you have to ask yourself “Can I be better at this?”. The answer is YES, and the secret to success is in your brain. Studies show each of us have natural skills that

  • CX will save the economy

    Does the future of the economy depend on Customer Experience? Consumer spending, retail sales slumps, unemployment figures, payroll tax rate hikes, weak Yen, weak Dollar, weak Euro, bad weather… these are all the usual suspects when we talk about an unstable and

  • ARGUE WITH the CUSTOMER, you lose (even if you win)

    An employee arguing with customers is a big no-no in customer service for any industry. There will always be customers who are rude, unreasonable, irrational, ungrateful or just outrageously idiotic. But if there’s one thing that the customer service industry

  • Having fun at work is SERIOUS BUSINESS

    Few people would debate that having fun at work is more positive than negative. Even fewer people would debate that the more employees enjoy their working environment, the better it is for business. However, this may not be as straightforward

  • Why your employees can’t deliver a good CX

    From a recent customer experience survey done by Oracle: 91% [of senior level executives] wish to be considered a customer experience leader in their industry yet 37% are just getting started with a formal customer experience initiative.  This statistic tells us something

  • What they don’t teach you in Business School – Customer Experience

    Full disclosure: I got my MBA a few years ago and (on a good day) remember only two specific pieces of information from the whole ordeal. How to be a high functioning tired person is one of those two things

  • Is your sales process helping or hurting?

    We all sell. It’s what makes the world go round. Humans have traded, bartered, and sold since the invention of the wheel. It’s the lifeblood of business, and the linchpin of a customer experience. As a customer, the “selling” part

  • Cliches Aren’t a Strategy: Get More Specific

    There’s a little thing getting in the way of every great customer experience. Standards. We all have them, from corporations* to customers. You’re a customer, when you engage a company or organization in buying a service or product, you have a

  • Is the Blame Game Undermining Your Customer Experience?

    Who do you blame when your customer experience goes wrong and NPS scores dip? Here are your choices — you blame: A) The frontline: the ones tasked with executing the new change priority; or B) The leadership: the ones deciding to

  • Do you give an uncustomary experience?

    HOW DO YOU SAY… In a country as big as the United States (for example), speaking in so many different ways, living in such vastly different environments, it would be foolish to think that culturally, we all interact the same,