November 15, 2021 November 15, 2021The end of the customer experience is so important but is often looked – Interview with Joe Macleod #EndineeringToday’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new […]
October 28, 2021 October 28, 202112 principles for turning customers and employees into lifelong fans – Interview with Jon Picoult of Watermark ConsultingToday’s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO […]
October 25, 2021 October 25, 2021On-site search, customer experience and inexplicable inactionIn 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” In it, I quoted a couple of […]
October 22, 2021 October 22, 2021Combating language discrimination in customer serviceVasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]