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...

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...

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...

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...