Empowering People to Speak Up and Speak Out!
Industries ranging from telecom to travel are experiencing the downside of exaggerated marketing claims unsupported by performance. An ad touting lightning-fast 5G connections offers disappointment when customers learn that it’s…
Essentially, treating people well and keeping them happy is substantially about treating others the way you want to be treated. Putting together and maintaining a system that will do this…
Any company taking, storing and processing customer information is risking their reputation and the customer’s financial wellbeing every day. One data breach can undo many years of reputation-enhancement and consumer…
Expectations of good customer service sometimes conflict with entitlement mindsets—especially as performance thresholds become ever-more robust. So, when Amazon Prime guarantees one-day delivery and doesn’t meet their commitment, are irritated…
Oh, say it isn’t so! I’ve noticed some quality control issues lately that are totally out of sync with what I expect at Costco. And, Amazon seems to be exemplifying…
In this era of fake news and fast communication, company reputation is more vulnerable than ever to one negative headline or storyline. Strong customer service ratings over a substantial period…
Customer experience futurist Blake Morgan addressed her thoughts on customer experience and digital transformation in a year-ending Forbes.com article. She emphasizes, “Digital transformation and customer experience go hand in hand.…
While knowing your customers’ preferences, buying habits and idiosyncrasies is important, some would argue that it’s missing the point. Judd Marcello, EVP of Global Marketing at Cheetah Digital makes the…
