December 10, 2018 December 10, 2018Not dealing with failure demand is hurting your customer experienceIn my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and […]
December 8, 2018 December 8, 2018Leaders should experience what it is like to be one of their own customers more often – Interview with Shaun BeldingToday’s interview is with Shaun Belding who is the CEO of The Belding Group of Companies and the author of 6 books including a new book: […]
December 4, 2018 December 4, 2018Where to start when thinking about being brilliant at the basicsJust short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool? […]
November 26, 2018 November 26, 2018The 73 year old lady and an unexpected customer service lessonRecently I had the pleasure of speaking to James Dodkins on his Rockstar CX podcast. As a precursor to the show, James asked me to collect […]