What pandemic?
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine inside either restaurant. Instead, both restaurants had erected...
View ArticleWhat is the real priority, CX programs or CX?
Customer experience (CX) is the product of any interaction between an organization and a customer. If you have a customer, then you have CX. Unfortunately, there is a tendency, when formalizing CX, to...
View ArticleWhile problems may be beyond your control, problem resolution is not
On February 27 of this year, I placed an online order for a Husky 52” mobile workbench from The Home Depot. I chose to have the product delivered to a local store for pickup to avoid the $79 delivery...
View ArticleThe Curse of Knowledge Can Derail Innovation
I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their...
View ArticleIncrease your customer service strength
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave the foreman a quick orientation about the best door to...
View ArticleThe Elusive 8th Simple Way to Raise Customer Service Quality
Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary. I specified to my publisher...
View ArticleLooking to improve customer experience? Sell more!
Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC....
View ArticleThe Two Journeys
Over the past several years I have read dozens of books and articles on finding purpose in our work. Much of the counsel presents some version of aligning your purpose in life with a vocational...
View ArticleYour Organization’s Purpose is Not Up for Vote
I recently read another article that counseled leaders to seek input through surveys and focus groups to ensure that the resulting organizational purpose statement is inclusive of the feedback and...
View ArticleDon’t conflate ESG, CSR, or DEI programs with organizational purpose
In the 21st century, there is an expectation that corporations, once aloof from societal issues, take a stand on matters that are relevant to their purpose and values. Regardless of whether they are...
View Article