Hello blog readers! A few years ago, I published a post on customer escalations called “10 Tips To Master Customer Escalation Management”. At first it got what I would call normal readership with about 700 views per month. But then something crazy happened. In 2018 into 2019 it went viral, and began to get close to 3,000 per month, a 300 percent increase. Customer escalations are a popular topic. Wow! Most of these blog readers landed on my site after using a search engine with phrases like, “client escalation management”, “how to avoid supervisor calls”, “better way to handle escalations” or “how to reduce escalations”. Read More →

The 7 Things B2B Customers Demand From Suppliers Many CX experts predict that by 2020, the customer experience will overtake price and product quality as the key brand differentiator. Much has been written about Business To Consumer (B2C) customer experiences, but I want to share some love for Business To Business (B2B). If 40 is the new 30, then B2B CX is the new black. I am in the process of writing a book on B2B customer experience opportunities and have spent many hours absorbing research from industry experts and best in class companies. Also, the majority of my career has included leading B2B customerRead More →

It’s become very clear that there is a big difference between activity and action. When you are involved in “activity” you or your team members are moving, chatting, planning and/or meeting about business impacting actions you plan to take in the future. You are catching up on your emails and reading your text messages. Activity has to happen and can be productive as long as it leads somewhere. I was chatting with a colleague recently and he said that he sometimes feels like he is spending his time “moving around air” but not actually getting results. His air moving is definitely an activity, and IRead More →

Earlier this week I attended a CXPA Customer Experience networking event and the discussion topic was customer experience technology- how it can help or harm the customer experience. 12 CX leaders across industries and verticals shared some of their current technology pain points and opportunities. We then honed in on the major takeaways and go forward actions from the discussion. As I reflect back on CX technology discussions over the past 10-15 years, the focus has often been about cost reduction. Specifically, how we can minimize the cost of human resources by getting customers to self service, go online and/or use IVR functionality. There wasRead More →