The other day an email with the innocuous subject line “Update from Skillshare” hit my inbox. Usually, I ignore the messages I get from online education providers. But I’d posted a course on Skillshare, back... Continue reading
During a recent visit at a client company, the management asked me about the problem of service reps who feel like they’re successful because a customer thanked them graciously, even enthusiastically, for their help, when,... Continue reading
Twice in the past month I’ve stayed at hotels that asked me to participate in new, eco-friendly programs with names like “A Green Choice.” And twice, I agreed to do it, because of the promised... Continue reading
When I interviewed a group of highly experienced technical employees at a client company last week, one of the things I asked them was what consistently made them nuts on the job. They told me... Continue reading
When should an organization realize that it’s not enough to keep stepping around a problem — and that it’s time to work through it and stop the excessive cost, disruption, and generally bad customer experience?... Continue reading
How can you apply enough of the right kind of attention up and down the hierarchy to ensure a seamless customer experience? Pre-Covid, I stayed at a major hotel chain in New Orleans for a... Continue reading
Last month, a longstanding client brought me in after reviewing some recent customer research. The company provides a relatively complex service, and one of their most common and unprompted customer complaints was that the company’s... Continue reading
I just watched a customer take offense in a situation where no one was actually in the wrong. She reached into an awkward -- although salvageable -- circumstance, and pulled out a negative experience for... Continue reading
If an employee ever says the equivalent of, “Please don’t tell me about your problem; I really don’t want to know,” you can be sure that the organization has bigger problems than the one you... Continue reading
Oscar Munoz, the CEO of United Airlines, recently ran a public letter of apology as an ad in several major newspapers. A much more detailed, self-abasing version of the apology was sent as an email... Continue reading
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