CX & Customer Success resources

I run our global Relationship Value Program (RVP), which is our named account based customer loyalty program.  I am asked all the time ‘How do I successfully engage the field?’…MORE >

Sharing a few experiences illustrating how to turn potentially bad experiences into positive ones: 1. My Lexus was recalled by that gas pedal thing.  Here’s what my Lexus dealer did…MORE >

Am I the only one that finds it strange that so many companies kick off their customer experience and loyalty programs focused on market stats, customer satisfaction scores and Net…MORE >

I am – obviously- a believer in companies having a comprehensive client satisfaction assessment program. I think it’s an important metric to track, a useful tool for planning, and an…MORE >

After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the…MORE >

Thought I’d post a short update on my saga with SubZero. After trying to go through their normal channels I found that SubZero’s Customer Service organization DOES seem to care…MORE >

Yes, it’s true. I’m not happy at all with SubZero. There, I said it. Publicly. Want to know what’s even more interesting? Although I was unhappy with the experience to date, what really got me ticked off…