Calling Sales leaders the Chief Customer Officer confuses customers and hurts companies
Customer Acquisition – Speed dating or Marriage?
How does your company treat customer acquisition – like marriage or speed dating? The answer to this question will help decide your organization’s survival odds. Consider this dating world analogy… What if I assigned a goal for you to go
For Airlines, CX suddenly a Priority
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. (Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing. “When
Fixing Communication Monologues (vs. Dialogues)
Have you ever been in the situation with a customer where your own teammates monopolize the “discussion” and turn it into a monologue? Clearly they believe they have value to add. But they’re making a mistake if they think talking