Skip to content
Pivot Point Solutions

Pivot Point Solutions

Profitable Growth through High-Value Customer Experiences

Menu

  • Home
  • Blog
  • Resources
  • Contact Us

Trust

Should Customers Pay for Your Bad Decisions?

What would you think about a vendor who made a commitment to do some work, established a price and then reneged and raised prices? No, this post is not about airline over-bookings or cable companies.  Instead, this anecdote is about

Andrew McFarland 26 August 201313 June 2017 Customer Experience, Customer Loyalty Read more

Why it’s so hard for Companies to Treat Employees Like Assets

Why it’s so hard for Companies to Treat Employees Like Assets

One of the most over-used but under-realized clichés is to treat employees like assets.  In a paper titled “From Capability to Profitability: Realizing the Value of People Management” the Boston Consulting Group concludes that companies “must regard their human capital

Andrew McFarland 22 October 201211 October 2019 Culture, Leadership Read more

When the Going Gets Tough, Cheat

When the Going Gets Tough, Cheat

When the going gets tough, cheat.  This, apparently, is one of the lessons learned by some Harvard students, recently accused of cheating.   The idea that college students would find these actions acceptable dumbfounded me as I glanced at the Middle

Andrew McFarland 17 September 201214 September 2012 Culture, Customer Experience Read more

Worth the Read, Trust Me

It’s a shame business books are so pathetic.  The plethora of poorly-written, tedious books will make you want to take up some other more worthy form of education, like watching YouTube. There’s one book that cannot be lumped into the

Andrew McFarland 27 August 201212 May 2015 Leadership Read more
  • « Previous
  • Next »

Recent Tweets

Onalytica’s Big Data and Customer Experience – Top 100 Influencers https://bit.ly/2LMSWUh #cx #customersuccess

Reply on Twitter 1544184134817484800 Retweet on Twitter 1544184134817484800 Like on Twitter 1544184134817484800 Twitter 1544184134817484800

Aligning your Business to Customers: Pillar 4 – Leadership https://bit.ly/2LCCPbO #cx #customersuccess

Reply on Twitter 1542748418594013184 Retweet on Twitter 1542748418594013184 Like on Twitter 1542748418594013184 Twitter 1542748418594013184

Tea Leaves, Tarot Cards and Customer Service https://bit.ly/2LTSNOV #cx #customersuccess

Reply on Twitter 1542597573030068227 Retweet on Twitter 1542597573030068227 Like on Twitter 1542597573030068227 Twitter 1542597573030068227

Believe, Change, ACHIEVE! https://bit.ly/2NMlI87 #cx #customersuccess

Reply on Twitter 1540862389406539776 Retweet on Twitter 1540862389406539776 Like on Twitter 1540862389406539776 Twitter 1540862389406539776

3 Biggest Customer Experience Mistakes https://bit.ly/2LIc8FM #cx #customersuccess

Reply on Twitter 1540633409441210368 Retweet on Twitter 1540633409441210368 Like on Twitter 1540633409441210368 Twitter 1540633409441210368
Load More...

Archives

Tags

Acquisition Alignment April Fool's Benefits Brand Commitment Communication Competition Costs Culture Customer Experience Customer Service Employee Engagement Employees Engagement Focus Gallup Goals Groundhog Day HBR Investments Loyalty Metrics Monopoly Needs NetPromoter NPS People Process Profitability Quality Relationship Retention Sales Shareholders Social Media Survey Technology Tools Top 10 Transparency Trust United Airlines Value Word of Mouth
Privacy & Cookies: This site uses cookies. By continuing to use this website, you agree to their use.
To find out more, including how to control cookies, see here: Privacy Policy

Trending Recently

  • Onalytica’s Big Data and Customer Experience - Top 100 Influencers
  • Your Strategy and a Customer’s [Business] Journey
  • Improving Service Level Agreements (SLAs)
  • NDR: A Misleading Customer Success Metric?
  • The Customer Care, Success, and Experience Continuum

Latest Posts

  • Voice of the Customer – When does a Good Thing become a Bad Thing? 8 March 2022
  • 42 CX Experts to Follow 20 February 2022
  • Groundhog Day – 2022 2 February 2022
  • Learning from the Past – 2021 Top 10 9 January 2022
  • Trying to Get Better.com 19 December 2021

Interesting Blogs

  • Chief Customer Officer 2.0
  • CX Journey
  • Inside Customer Service
  • MaritzCX
  • Shockwave Innovations
  • SmarterCX
  • The American CEO

Translate Content

EnglishFrenchGermanItalianPortugueseRussianSpanish
Copyright © 2022 Pivot Point Solutions. All rights reserved. Theme Spacious by ThemeGrill. Powered by: WordPress.
We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
Do not sell my personal information.
Cookie settingsACCEPT
Privacy & Cookies Policy

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Non-necessary
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.
SAVE & ACCEPT
 Tweet
 Share
 E-mail
 Tweet
 Share
 E-mail
 Tweet
 Share
 LinkedIn
 E-mail