Newsflash: Customers Don’t Want to Be Delighted

It’s true, and I’m here to set the record straight on customer delight. Yet another newsletter touting the benefits of customer delight landed in my inbox this morning.

Read More

Does Your Board Put Enough Value on Customer Experience?

Whether your company is public or private, members of your board are probably eager to take a more strategic view of the business. In fact, a recent McKinsey

Read More

The CEO’s Number One Rule for Customer Experience

When it comes to delivering an unbeatable customer experience, there is one rule that trumps all others. It has little to do with the operations and the front

Read More

Does Your Brand Inspire Customer Devotion?

It’s Nice to Be Liked I don’t think anyone can deny the warmth we feel when someone shows they care, but how often do you get to beam

Read More

Investors or Customers: Which Voices Matter Most?

Profit is everything, isn’t it? Business owners, investors, and analysts are all prone to obsess over the profitability of a company. When profits are up, we take it

Read More

Shine on: Keep Customers Engaged After the Sale

Back in January, when I (and half of America) decided it was time to get serious about my health, I thought it would be nice to have a

Read More

How to Show Customers the Door

What’s the Fastest Way to Lose a Customer? I was recently quoted in an article on Industry Edge about How to Lose a Customer Forever.┬áThe article was targeted

Read More

The Customer Experience Crisis

What’s your worst customer experience nightmare? You didn’t have to struggle to think of one, did you? In fact, several incidents probably came to mind immediately. Maybe it was

Read More

Customer Appreciation: 30 Ways to Thank Your Customers

There’s an Art to Customer Appreciation Making customers feel appreciated can seem harder than it should be. We all want to express our thanks in ways that are

Read More

Delivering Smiles: Is Your Customer Experience Awesome?

Want the truth about your customer experience? Ask your customers. No one can tell you how your business is doing in terms of living up to its brand

Read More