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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...

This week's best practice:  when a customer approaches an employee with an issue, that employee becomes the CX owner and owns the issue until it's resolved. The best customer experience organizations in the world have all the essential elements: a clear common purpose, a team that...

It's impossible for your organization to create a great customer experience if your team isn't aligned. Designing a clear common purpose gives you the most important tool for creating that alignment. But what makes for a great common purpose? Common purpose refresher If you haven't read my...

Customer experience is a pretty broad term, literally encapsulating every interaction that a human being has with your organization and brand. The term "digital customer experience" appeared with the rise of customer experience in general. Like any cool new buzzword, the term digital CX has many...

This week I wad the pleasure of attending training at The Fun Dept., an organization that simply believes that work should be fun.  More importantly, they actively work with companies of all sizes to build fun right into the fabric of the organization. Fun in...