Root Canals, Bad Coffee, and Customer Experience

You don’t need to hire a high priced management consultant to tell you: Great Customer Experience: GOOD for business. Poor Customer Experience: BAD for business. There is no “neutral” when it comes to our customer’s experience. We’re either making it better or we’re making it worse. Take a look at LinkedIn. There are literally hundreds… Read More

#yourCXsucks and Why Your CEO Should Care

$1.6 TRILLION Is the estimated US cost of customers switching due to a poor customer experience. Customer experience is the new competitive battlefield Many CEO’s believe customer experience is nothing more than a platitude CxO’s and marketers throw about in blog posts and PPT presentations. Rarely, if ever, do they validate the need to put… Read More