Category: Customer Experience

McDonald’s Survey: 5 Reasons I’m Not Lovin’ It!

McDonald's is the epitome of fast-food and uses a quintessential restaurant survey. That doesn't mean they got it right. I’ve served up 5 lessons for you, no purchase necessary.

Is Your Customer Experience Team Crisis-Ready?

The recent happenings between Zoho & TierraNet have reminded us that not every organization is ready for the unplanned. Zoho is an operating system for small businesses that hosts business-critical applications such as email and customer relationship management (CRM) software. Zoho, trusted by 35 million users, had utilized TierraNet as their domain registrar. In layman’s ...

We’ve Poisoned the Self-Service Well

Self-service technologies like interactive voice response (IVR) and chatbot systems have a bad reputation. Many customers view them as roadblocks in their journeys, pain points to be eliminated. The technology was well intended, but as Peter Drucker said, “culture eats strategy for breakfast.” Have poor implementations contaminated the water? It’s true, the water has been ...

Rules for Using Your Customer’s Name

Using customer names is the most simple form of service personalization, but it can go wrong. Here are five simple rules to use customer names effectively.

What Comes Before “The One Number You Need To Grow”

About six months ago, the survey that I’ve been working on for almost two years went live. It’s the first step toward revitalizing our Voice of the Customer program. In the beginning, I recognized that capturing actionable data will be very challenging and essential to gain traction. The old survey had been stagnant for about ...

#CXBookHuddle

I am very excited to have one of my recent projects go live today! I partnered with the wonderful Nate Brown, creator and founder of CX Accelerator, to start this book club (of sorts) for CX professionals! We have been heads-down working hard setting up everything from the website to coordinating with industry authors. The ...