If the customer experience profession can learn one thing from Moneyball it should be that tracking the wrong metrics can be expensive and lead to the wrong result. Part of the Oakland A’s success arose because they turned away from
Zappos Customer Service Stumbles, Doesn’t Fall
If you follow customer service industry you may be aware that Zappos, renowned for their service, had some recent issues. Upgrading its Warehouse Management System (WMS) caused Zappos to delay customer order shipment. This stumble is important only because it
Why What You Want Doesn’t Matter
Ever get unsolicited calls from someone trying to sell you something? I got one the other day and was reminded why they are generally unsuccessful. The salesperson went through a brief introduction of himself and his company (they outsource technical
American Airlines’ Poor Policy Costs $75,000
A recent experience trying to get a standby seat on an American Airlines flight left me baffled. What does it say about a company if they could treat you well, but don’t? Does such a company value your business or