CX & Customer Success resources

What would you pay for a crystal ball? You can peer into the future to see your company’s future performance.  So why don’t you do it? If you are part of…MORE >

Many executives will say their most important asset is their employees or their products. I would argue that for most companies it’s their customers. Why? Customers fuel your growth. We…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 >

Quick update from my note below about Schwab and the difference between “products” and “customer experience” (see Great products but Bad Experience = DETRACTOR ) A letter arrived in today’s mail (a…MORE >

I’m completely perplexed. I have been a huge fan of Schwab for many years – great products, even better service, and a no-hassle way of working with their customers. But…MORE >

Everyone seems to be talking about “Customer Satisfaction” in one form or another. The most common is the claim that goes something like, “We can prove that our customers love…MORE >

I’m so excited by this result that I have to share this selfish plug! We just finished building a customer reference database for one of our clients and I was…MORE >

I caught this quote from Taleo’s CEO, Michael Gregoire last week, “It’s tough to kill a software company. Usually the only way to put a nail in the coffin is…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…

I’ve been writing in various forums about using Net Promoter as a cost-effective growth engine.  Doesn’t every company want to optimize its business to increase growth?  To me this makes…MORE >