The pilot cares the least
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January 05, 2022
So, here’s a controversial statement, but keep in mind what I’m not saying*: Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run. The same crew th
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Tags: Customer Experience, Business Strategy, Customer Loyalty
When your numbers are more important than your Customers
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December 22, 2021
I was flying home to Denver a few months back from a business trip. It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. It was a mechanical [...
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Don’t call us
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December 15, 2021
I received another one just this morning, and you may have also. It’s an email from a company that just loves its Customers, but implores them to not write back. So emphatic are they about how important their Customers are to them that they explicitly go out of their way to forestall communica
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Tags: Business Strategy, Customer Experience, Customer Loyalty
It’s not your fault but it is your responsibility
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December 08, 2021
I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage wit
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Adversity brings out true character
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December 02, 2021
There’s a saying that you can really tell a lot about people’s character by seeing how they handle adversity. Sure, when things are going well, everybody’s got a great disposition, the idea goes. But it’s when we’re tested that our true selves show through. I was thinking of that recen
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Excuses versus solutions
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November 17, 2021
You’ve heard this before, right? “Due to current circumstances, we’re experiencing longer-than-usual wait times.” Those “circumstances” can vary. Over the past twenty months, of course, it has been Covid-19. Sometimes it’s the holidays. Sometimes brands stiff-arm you without
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Tags: Business Strategy, Customer Experience, Customer Loyalty
VoC begets VoC
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November 10, 2021
I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources. Normally when I talk about that, I’m referring to the importance of h
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Are we challenging CX?
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November 03, 2021
One of the roles we, as CX professionals, play, is that of change agents. I realize that’s a term people toss out there when they want to seem important or progressive in business, but when you think about it, one of the core jobs we have is to challenge people to take a different perspective; &
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Tags: Business Strategy, Customer Experience, Customer Loyalty
Where’s your deli?
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October 28, 2021
Here’s a random thought that occurred to me the other day. I promise I’m going somewhere with it, though: The deli should be at the front of a grocery store. Now, I’m in way over my head here, because I’m sure that there’s a lot that goes into the planning of the layout of such [..
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Tags: Business Strategy, Customer Experience, Customer Loyalty
What do you want on your Tombstone?
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October 20, 2021
Do you remember the old commercial for Tombstone Pizza? The tagline was, “What do you want your tombstone?” (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead, and if you also share my obsession with Seinfeld, he p
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Tags: Business Strategy, Customer Experience, Customer Loyalty
We're Doing CX Wrong...And How To Get It Right
