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Improve The Customer Experience In 60 Minutes Or Less
“It’s just so much!” It’s a refrain I hear and live every day. Executives tell me: There is usually so much we…
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Trying To Grow Telecom Sales? Start With Customer Retention
Current industry trends have greatly increased pressure on telecom sales teams to drive revenue and close deals among customers who have more…
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How to Deal With a Difficult Customer-Service Conversation
Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to…
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New Data Show Lack Of Leadership Commitment To Customer Centricity
On your marks… Let’s start… The CX Feud! (DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took…
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Etsy Infuriates ‘Wiccapreneurs’ by Banning the Sale of Metaphysical Spells
What kind of company goes out of its way to mess with witches? Etsy, apparently, without much warning, has begun to abolish…
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3 Lessons for Handling Challenging Clients
One of the best and worst parts about my job is working with clients. There is nothing more rewarding or challenging than…
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