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– the book:  The Service Culture Handbook:  A Step-By-Step Guide To Getting Your Employees Obsessed with Customer Service, a practical guide on an important topic – the brains:  Jeff Toister, customer service author, consultant, and trainer.  I met Jeff when we were both launching our first books — his was Service Failure: The Real Reasons […]

Looking for great CX quotes?  Quotes on storytelling?  Quotes on competition?  Quotes on grit?  The Qualtrics Insight Summit 2017 was full of soundbites from thought-leaders and celebrities including Clay Christensen, Angela Duckworth, Joe Pine, Omar Johnson (former CEO of BEATS by Dr. Dre), and Qualtrics’s very own CEO Ryan Smith.  Check out these great CX […]

Last week, I attended Dreamforce 16, the annual conference by Salesforce.  I had been told it was one of the most inspirational conferences ever, so despite not being a Salesforce customer, not being in a sales or customer management role, and not really being into software/technology/data, I really wanted to check it out. Thanks to the folks at […]

Apple has removed the word “store” from the names of its retail locations.  This suggests Apple may be thinking about itself less as a product company and more as an experience brand.  This video analyzes the significance of this change and gives you a look at the retail customer experience at the new Apple Union Square in […]

technology-enabled service

Marketing automation. Real-time analytics. Chat bots.  New technologies like these have created some tremendous capabilities in marketing, customer service, and the customer experience. But as I was reminded by several posts this past month, we must not become so enamored with technology-enabled service that we forget our first love must be our customers. We shouldn’t rely […]

percolate customer journey

A few weeks ago I had the opportunity to do a joint webinar with Dom Goodrum, VP Design and Employee Experience, at Percolate.  The topic was “Beyond Branding: Designing Brilliant Customer Experiences.”  I ended up learning quite a bit from Dom as we prepared for and delivered the webinar and wanted to highlight a few […]

New Customer Service

In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be.  There is a brand of new customer service in play today. Time was, customer service was a post-purchase business function aimed at fixing customers problems.  The ultimate goal […]