Why it’s so hard for Companies to Treat Employees Like Assets
One of the most over-used but under-realized clichés is to treat employees like assets. In a paper titled “From Capability to Profitability: Realizing the Value of People Management” the Boston...
View ArticleWhat is the Service Recovery Paradox and Is It Real?
(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty...
View ArticleIs the Service Recovery Paradox Real?
For nearly three (3) decades there has been a notion, the service recovery paradox (SRP), that companies recovering from a poor experience earn stronger customer loyalty than companies who deliver an...
View ArticleWhen the Going Gets Tough, Cheat
When the going gets tough, cheat. This, apparently, is one of the lessons learned by some Harvard students, recently accused of cheating. The idea that college students would find these actions...
View ArticleRisky Business: Act Ethically Now or Apologize Later?
Why do companies jeopardize customer relationships by doing stupid things? (e.g. Volkswagen’s emissions scandal, BP’s oil rig safety omissions, and Wells Fargo taking advantage of their customers)...
View ArticleIs the Service Recovery Paradox Real?
For nearly three (3) decades there has been a notion, the service recovery paradox (SRP), that companies recovering from a poor experience earn stronger customer loyalty than companies who deliver an...
View ArticleHow Transparency improves Trust
I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent...
View ArticleMake the Customer Experience Great Again #MCXGA
If you believe, as I do, that the customer experience was once great, read on to learn how we got off track and what we must do to make the customer experience great again. #MCXGA Long, long ago the...
View ArticleCan Low Prices Compensate for a Poor Customer Experience?
What would you think if a company you did business with said cutting 2,000 customer service jobs would have NO impact on the service they provided? My 1st reaction was – you’re crazy! Cuts of this...
View ArticleCX Advice for TWC
Time Warner Cable (TWC) recently committed themselves to improving the customer experience through a variety of steps. For this we can thank competition. But the jury is out about whether they can...
View Article3 Ways Companies Undermine their Customer Relationships
In business we say we want deeper customer relationships and in a previous post I suggested ways to develop these relationships. What we do is quite different. Many companies drive a wedge between...
View Article3 Dimensions of Healthy Customer Relationships
Before you start work on deepening customer relationships, consider 3 dimensions that make personal relationships succeed and thrive.
View ArticleShould Customers Pay for Your Bad Decisions?
What would you think about a vendor who made a commitment to do some work, established a price and then reneged and raised prices? No, this post is not about airline over-bookings or cable companies....
View ArticleWhy it’s so hard for Companies to Treat Employees Like Assets
One of the most over-used but under-realized clichés is to treat employees like assets. In a paper titled “From Capability to Profitability: Realizing the Value of People Management” the Boston...
View ArticleWhen the Going Gets Tough, Cheat
When the going gets tough, cheat. This, apparently, is one of the lessons learned by some Harvard students, recently accused of cheating. The idea that college students would find these actions...
View ArticleMake the Customer Experience Great Again #MCXGA
If you believe, as I do, that the customer experience was once great, read on to learn how we got off track and what we must do to make the customer experience great again. #MCXGA Long, long ago the...
View ArticleCan Low Prices Compensate for a Poor Customer Experience?
What would you think if a company you did business with said cutting 2,000 customer service jobs would have NO impact on the service they provided? My 1st reaction was – you’re crazy! Cuts of this...
View ArticleCX Advice for TWC
Time Warner Cable (TWC) recently committed themselves to improving the customer experience through a variety of steps. For this we can thank competition. But the jury is out about whether they can...
View Article3 Ways Companies Undermine their Customer Relationships
In business we say we want deeper customer relationships and in a previous post I suggested ways to develop these relationships. What we do is quite different. Many companies drive a wedge between...
View Article3 Dimensions of Healthy Customer Relationships
Before you start work on deepening customer relationships, consider 3 dimensions that make personal relationships succeed and thrive.
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