Blog
Everyone Hates Customer Service. This Is Why.
Technology lets companies see how badly they can treat consumers, right up until the moment they bolt.
Why trying to out-wow competition can backfire in B2B customer experience
If you’ve been to a conference lately, you may have noticed a trend: over-the-top vendor booths. I spoke at an event in Vegas recently and was surprised how much of a circus the exhibit hall had become – literally. In addition to t-shirts and swag there were Plinko games, facials, chair massages, free ice cream … Read more
How hard do your employees work to find the information they (and their customers) need?
A friend and I were chatting over the weekend about life before search engines. “The Dewey Decimal System was my Google,” he recalled. (link provided for readers under a certain age who don’t know what that is!). Compared to those days, information is amazingly easy to access now. We’re annoyed if it takes more than … Read more
How Human Workplaces Earn and Keep Employees’ Trust
People want to work for a company they trust, and according to the 2019 Edelman Trust Barometer, many already do. Even firms with high-trust cultures must take steps to protect this important asset.
4 Ways to Elevate Employee Experience
At Workhuman Live 2019, some of the world’s largest companies shared concrete, practical steps they’ve taken to improve employee experience and the impact it’s had on people and business.
What Sesame Street Teaches Us About Customer Experience
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Word Nerd Wednesday: Owners vs. Stewards
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