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    Tale of 2 Sales

    Why Two High-Ticket Sales Resulted In Two Very Different Experiences

    This is a tale of two sales. Both are for big-ticket items, and both occurred after much research and comparison shopping. In one, the buyer has become a lifelong brand advocate; in the other, he has buyer’s remorse. What happened?…

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    Loyalty Programs Can Gain – Or Lose – A Customer’s Loyalty

    Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.

    Winning at Social Customer Care Book

    What I Learned Publishing My First Book

    During a leadership meeting at work last January, my boss challenged his direct reports to identify a personal goal to achieve in the next year. Importantly, he also gave us a half hour to write down the specific steps we

    What Happens to Customer Experience After A Merger or Acquisition?

    Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

    5 Simple Ways Rental Car Companies Could Improve The Customer Experience

    You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?