Sometimes you win and sometimes you learn
My kids have this sign hanging in their room that says “Sometimes you win and sometimes you learn.” I’m pretty sure it’s just a cheesy […]
Continue reading »Category: Customer Experience
How customer testimonial videos impact your VoC program
I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I […]
Continue reading »
What the butcher at Ralph’s Grocery Store taught me about #CX
A vegetarian walks into the butcher section at her local grocery store… No, this isn’t the start of a joke. It’s what happened to me […]
Continue reading »
Recap with SignalVOC: Building a CX Function From Support
Recently I participated in a virtual event with the wonderful Mary Cleary of SignalVoC, a community that highlights CX leaders across Customer Success, Customer Support, […]
Continue reading »
“Oops! That shouldn’t be free!” How to recover from #CX goofs
The price for the fruit on my company’s ecommerce website was $0.00. Yeah, I (now) don’t think that looks right either. 12 customers thought it […]
Continue reading »
Your customer service “Oh Sh*t Kit”
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each […]
Continue reading »
Tooth be told: A customer experience about my teeth
I was 15 the first time my jaw got stuck open. My parents were probably delighted as I was unable to blab about school or […]
Continue reading »
Online Reviews: A Window Into the Truth About Your Company
Since beginning my new role as a customer service and experience leader, I’ve gained a bit of new experience. I, along with my team, am […]
Continue reading »
“A CX Moment With Calm” Along With 6 Other Recent Updates
I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. This won’t be a […]
Continue reading »
5 Favorite Quotes from “Excellence Wins” by Horst Schulze
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. […]
Continue reading »