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IT help desks, and customer service organizations in general, exist to help their customers solve problems. Sometimes, the people who run those organizations forget. Only by instilling the right culture and beliefs can you ensure that your help desk truly helps. It's not me, it's you "We've...

United Airlines recently made headlines for violently removing a paying customer from an overbooked flight.  How does an organization end up in a position where it's physically abusing its customers? Looking closely, we see that the state of United's customer experience practices makes this and...

Customer experience isn't a goal, it's an arms race. As each company in an industry improves the customer's experience, each customer comes to expect that level of service. Competitors must match or counter with their own improvement. The cycle continues. The successful playing of the...

This week we're releasing our latest white paper, More Than a Fad: The Business Case for Customer Experience. In the paper, I examine several different sources of quantifiable data that show a strong connection between customer experience investment and concrete financial outcomes. While there are many,...

When a service failure occurs, a speedy response can save the day. You must plan ahead and delegate service response to enable that speed. Part of your planning should include pushing responsibility and authority as close to the customer as possible. The Thing That Should Not...

Customer criticism is a fact of life, but it's hard to take it gracefully. Nevertheless, customer criticism is a vitally important gift to any organization trying to grow and improve. Handling customer criticism well is one of the most important things you can do to...

This week's best practice:  enable instant service recovery by delegating authority to address CX issues. The best customer experience organizations in the world have all the essential elements: a clear common purpose, a team that is aligned, and a clear understanding of customer needs and wants....

Imagine entering a store, picking up a can of soup, a bottle of shampoo, maybe a box of cat food, putting them in your bag, and then just leaving. No “hellos,” “goodbyes” or reaching into your wallet to pay. Either this could be an introvert’s dream...