A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time...
Read More >>>Monthly Archives: March 2024
The Enablers: 3 Essentials for High-Quality Customer Service
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value....
Read More >>>The Cost of Recurring Problems
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong...
Read More >>>Prioritize CX Improvements Using 7 Criteria
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter...
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