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When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

Leadership also means taking responsibility and being accountable.

Leadership is not about one's position in a hierarchy, it is about attitude and character.

If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

There needs to be absolute clarity as to who is responsible for doing what, and do it they must!

In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...

In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...

An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...

We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...

Some years ago, I was responsible for a service sales operation for large equipment used on diesel engines. Routine service on larger...

Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...

One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...