January 13, 2015 How Are You Framing the CX Work to Build Customer Reliability? Begin building credibility in the customer experience work by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with. Read Full Post
January 8, 2015 When Things Go Wrong, Customers See You in the Recovery When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. Their genuine apology transforms into an opportunity that enables customers to think, “Who else would respond this way?” Read Full Post
January 6, 2015 Does Your Apology Mean Anything to Your Customer? Apologies to customers get tossed about freely when things go wrong. But there’s more to an apology than “I’m sorry,” there’s a foundation that supports it and actions that repair the emotional connection. Does your apology have the essential components that give it meaning? Read Full Post
December 23, 2014 What Story Got Told by Your Company’s Actions? How you choose to correct something that goes wrong, how steadfast you are in delivering the goods, ensuring quality, and giving people what they want – these actions expose what you value. Read Full Post
