Faces of Customer Experience: David Janusz

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Meet David Janusz!

photo-65While not an adherent to astrology, I am a true Cancer in that my work history is riddled with lateral moves. I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now a program coordinator for the city of Sherwood, Oregon.

False Dichotomy

We know that the answer is often somewhere in between, but the fun of this section is that you have to pick just one!

Paper < Plastic

Personalization < Privacy

In-Store Shopping > Online Shopping

Transactional < Relational

Mac < PC

Customer Service < Customer Experience 

Captain Kirk > Dr. Spock

Talk > Text 

Dog > Cat

Movie Theater In-Home Rental 

Tell Us More About Yourself…

What was your first job and what did you learn about customer service in it?

My first job was as a paper boy, slinging the scoop to up to 100 doorsteps a day. This was back in the day when kids actually delivered the papers on the saddles of their bikes.
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What Email Support Tone Do Customers Prefer?

Impact of Tone on Customer Satisfaction

According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. Software Advice, a website that rates customer service software, released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do […]

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The Compete Through Service Symposium


I’d like to take a moment to tell Customers That Stick™ readers about the 25th annual Compete Through Service Symposium (online brochure) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one […]

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The State of Customer Experience (Infographic)


In honor of Customer Experience Day, Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for […]

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Faces of Customer Experience: Melissa Kovacevic


Meet Melissa Kovacevic! Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and […]

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Monthly Mash and Fewer Choices, More Happiness

Paradox of Choice

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014 Thoughts on the Customer: Fewer Choices, More Happiness In keeping with the theme of today’s Monday Motivation (subscribe here) — simplify — let’s review the key findings of Barry […]

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5 Customer Service Language Hacks


Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share […]

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