The most read customer experience (CX) content on Pivot Point in 2021. To spark new ideas and ACTION in 2022.
From the first time I read how the Better.com CEO handled a layoff, I knew it demanded a comment. But where to start? The “pivot points” seemed so clear and straight-forward, that I was convinced there had been a mistake
A recent Time article suggested that rudeness has increased as part of the pandemic, particularly towards those in customer service roles. If this is true, what steps should we take? I’m not going to debate whether customers are in fact
Years ago, in an Economics class I missed a crucial distinction between a shift “of” the demand curve and a shift “along” the demand curve. I’m sure the professor emphasized the difference, but I missed it nevertheless. A similar distinction