In the days that followed Maya Angelou’s recent passing, people from across the world took time to remember the woman and her body of work. One of Maya Angelou’s most popular quotes that made the rounds online delivers a message that should be emblazoned on the front of every customer experience training binder: I’ve learned that […]

Meet Mike Wittenstein! Twenty five years, 25 countries, 400 clients, $1.5b in measurable impact. | IBM eVisionary. Founder/leader at Storyminers, one of the world’s first experience/service design consultancies. | Focus > Retail and Store of the Future initiatives. | English, Portuguese, Spanish, Russian. | Love time with friends/family, new things, travel, woodworking. False Dichotomy We […]

I recently participated in a panel at WB Research’s Future Stores conference* in Seattle. Future Stores focuses on the challenges faced by store, operations, IT, cross-channel and retail customer experience executives trying to bridge the gap between the digital experience and the store experience. The speakers at the conference ranged from retailers to vendors to […]

Recently my family became urban chicken farmers. After six weeks living in an indoor “coop” under a heat lamp, our new pets were ready to move outside. Our next step: get a coop. We turned to the Internet to do our shopping. After a week of searching, we picked one out, clicked and ordered. It […]

Customer service is a tough job, and customer-facing professionals must have many positive personality traits to be successful. In 2012, we wrote a post called 7 Customer Service Qualifications Everyone Must Have, and we decided to present this content via SlideShare to provide you with a fun, useful tool you can share with your teams. […]

Meet Erin Archuleta! Erin Archuleta enjoys workshopping with small businesses and NGOs around scale and replication, supporting community and civic initiatives, and bolstering a healthy food and restaurant system. She and her husband own San Francisco’s lauded ICHI Sushi + NI Bar, and ICHI Kakiya (coming soon!) She previously held the position of Director of […]

People are creatures of habit — they enjoy knowing what something is going to be and then having it be that way. As a result, people’s happiness with any given experience is usually based on the expectations they have carried into it. This makes consistency of service a fundamental attribute of excellence of service. Below […]

“I’m busy right now. Let me call you back.” This is a statement that one can be very forgiving of when it comes from a long-time friend but not so forgiving of when it comes from a company. But is that changing? According to this recent survey by Software Advice, customers are starting to appreciate […]

After reading an advance copy of Bob Thompson’s new book Hooked on Customers, I knew I wanted to connect with Bob and find out more about some of the insights from his book. I was particularly interested in the five organizational habits that he centers the book around. In the interview below, Bob gives us […]