How To Train Your Employees To Deal With Irrational Customer Rage
It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming...
What We Can Learn About E-Commerce “Twins” Amazon And Alibaba About CX
You may have already noticed that Pascal Coppens and I have launched a series of YouTube clips where we compare...
3 Commonly Neglected Micro-Moments in Your Customer’s Journey
What are Micro-Moments? In any customer journey, there are countless small efforts. These include efforts from the company serving the...
Why Asian Companies Must Focus On Customer Experience
In a globalized world, companies have to be aware of what their customers want and need in order to stay...
Stop Calling It A Labor Shortage—It Is A Turnover Crisis
The statistics are alarming: A record-setting 1 million job openings in the US5 million workers quit just in quarter 2 of this...
Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way
This week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick...
AVEVA Data Hub Empowers Industrial Enterprises
AVEVA, a global leader in industrial software, driving digital transformation and sustainability, recently announced its first SaaS offering that integrates key...
7 Ways to See Your Business From Your Customers’ Perspective
The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves...
Does Culture & Performance Follow The Team Or Leader?
There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing...
Evolving Your Customer Success Approach
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. The Customer Success profession was born in 1996,...
