We're please to host Adam Ramshaw today, a Customer Experience consultant with more than 20 years of experience in helping organizations improve their
The Rackspace Customer Experience Secret Sauce: An Interview with Rackspace COO Mark Roenigk
I am very excited to present this interview with Mark Roenigk, the Chief Operating Officer of Rackspace. For those who may not know, Rackspace is a
Ignore the “Net” in NPS: Manage Promoters and Detractors Independently
Mobilizing an entire organization to a single number, such is the benefit of the Net Promoter Score. But, doing so can be misleading and can lead to
Shep Hyken on Customer Service, Customer Experience, and Leadership
I am very excited to present to you an interview that I conducted with Shep Hyken. He is a recognized thought leader and expert on customer service,
Customer Experience Perspectives: An Interview with Annette Franz Gleneicki
We're pleased to have Annette Franz Gleneicki share with us her perspective on several questions that keep customer experience professionals up at
Descending into the Mariana Trench and Lessons in Customer Experience
Titanic Director, James Cameron, was recently interviewed on NPR [1. http://www.npr.org/blogs/thetwo-way/2013/05/23/186302916/Mariana-Trench] on his
Improving the Customer Experience: An Interview with Michel Falcon
We're very pleased to have Michel Falcon share with us his thoughts on how to create brands people admire. Michel Falcon is a customer experience
Customer Experience Management: What Customers Desire to Feel versus What Customers Actually Feel
There's a lot that can be said for delivering a wonderful customer experience. Of the many things that can be said, here's something that many do not
Complaint Handling versus The Actual Problem
Sometimes our complaint handling is more important than the original problem. Let me explain. Most people that are in the Process Improvement or