We interrupt our regularly scheduled Monday content for the Memorial Day holiday here in the United States. Each citizen observes and celebrates Memorial Day in their own way. Today, I will simply shine a spotlight on two veteran-related charities that I feel deserve more attention. Wounded Warrior Project Vision: To foster the most successful, well-adjusted […]

Back in March, we took a Southwest Airlines flight from Chicago to San Diego. It was a fairly lengthy flight, so I had planned on catching up on work using the airline’s WiFi. Unfortunately, things did not go as planned. The signup process went well. I entered my credit card number for the $8.00 WiFi […]

Make each caller feel better for having spoken with us. Ann Hastings, mom and founder Hastings Humans is a customer service call center in Austin, Texas. It’s different from many other call centers in that it’s a family-owned business. This ‘original start up’ was founded in 1948 by Ann Hastings and is now run by […]

Meet Jodi Beuder! Jodi believes customer service exists not just outside the company, but inside, too. “Having excellent customer service skills and knowledge are paramount to creating strong working relationships, whether you are in an office or out in the field.” With over 17 years in Marketing Executive roles, Jodi has dedicated her career to […]

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. His company, Toister Performance Solutions, Inc. helps clients identify the obstacles keeping them from achieving customer service success. Jeff recently launched his new customer service video training series with lynda.com, and I […]

I was staying at a large hotel chain in the Southwest United States earlier this week and received an unfortunate but stark reminder of how minor customer experience mishaps, delivered in succession, can accumulate for a major brand impact. For someone who speaks and writes about customer experience and customer service, I feel I am […]

A “customer” can be defined in different ways, as can a “client.” How do you know when a customer is a client, or the other way around? Should you treat a customer any differently than you would a client? Does it even matter? The answer is, it depends. But before we weigh in on the […]

Meet Debbie Szumylo! Debbie specializes in helping organizations balance employee engagement, customer experience & business results. She has consulted and coached financial institution executives on improving the experience they delivered at the branch level. Debbie has dedicated countless hours to research that leads to understanding the customer and employee experience – and in turn, helping define […]

As we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics and the like and forget about the individual nature of our customers’ experiences. On the front lines and on the Internet, one customer can have a marked impact on our organizations. […]