SafeX is the new Moment of Truth

Posted by on June 25, 2020

Recently, I was at a restaurant for the first time in over three months. As I entered the establishment I surveyed the surroundings, watching other patrons to make sure I could maintain appropriate physical distance. The person I was meeting with indicated that this was his second time at a restaurant in the same time […]

Topic: , , ,

What is a Tech Stack? -Organizational Tech Stack 101

Posted by on June 8, 2020

The short answer is it depends. Tech Stack originated in the software development community but has since evolved, and a quick google search yields the following definition: “A tech stack is defined as the set of technologies an organization uses to build a web or mobile application. It is a combination of programming languages, frameworks, […]

Topic: , ,

What to do when you get a bad online review?

Posted by on January 4, 2020

The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book. Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry […]

Topic: , , ,

Does Technology = Effective Customer Experience?

Posted by on December 18, 2019

Today we see an ever-increasing march towards technology utilization to engage with customers. Using technology, an organization can create efficiencies in the workplace designed specifically for their custom customer journey. This means many portions of the customer journey are now being augmented by technology.  Broadly, this is starting with AI helping write ad copy for ads, bots answering chats, workflow automations for […]

Topic: , , ,

Great service is not about being perfect, it is about what you do when things fall apart.

Posted by on May 2, 2019

As sure as the sun rises you will have a day when your organization did not provide an excellent customer experience. Customer experiences are delivered by people executing on processes supported by technology.  Those three factors all fail at some point. People make mistakes, processes can not cover every scenario and technology…well as seamless as it continues to strive to […]

Topic: , , ,

Is Retail Doomed?

Posted by on February 13, 2019

Today as I look at the overall retail and service landscape, I see organizations failing to meetcustomer expectations. The list of storied brands shutting down locations is enormous. In 2017 alone, over 5,000 stores of major retailers were closed: Sears and Kmart closed 358 stores, JC Penney 138 stores, Macy’s 68 stores, Payless Shoes emerged […]

Topic: , , , , ,

When marketing and sales silos do not align customer experience suffers

Posted by on December 5, 2017

Recently, I experienced a very effective marketing experience that was seamlessly connected to the start of the sales process. I have to admit I was impressed; until I went to the physical location and was immersed in their in-store experience. So what happened? I was triggered by a radio ad for an item I am […]

Topic: , , , , ,