Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...
Read More >>>Monthly Archives: September 2021
Execute a Voice of the Customer Strategy
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...
Read More >>>Embarking on new customer experience initiatives? Avoid common pitfalls
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a...
Read More >>>Customer Service Excellence
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...
Read More >>>5 Universal Customer Frustrations
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...
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