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...

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...

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....

First, Do No Harm I learn the most interesting things while writing this blog.  For example, I believed that the phrase "First do no harm" was a part of the Hippocratic oath, the oath historically taken by physicians . Strictly speaking, the phrase does not appear in...

Walmart, long known as the mega-retailer that most successfully wrings every nickel out of the cost of doing business, recently made headlines in a different way.  The New York Times ran an article titled “How Did Walmart Get Cleaner Stores and Higher Sales? It Paid...

When your company has an opportunity to either build or destroy a relationship with a customer, that's a moment of truth.  Moments of truth are everything; everything that your company does is in preparation of those moments.  If you get it right, you've kept a...

I just returned from Disney's first ever Customer Experience Summit, presented by the Disney Institute at Walt Disney World in Orlando.  It was amazing, and demonstrated Disney's complete mastery of the craft of customer experience in both the material they presented and the way in...