Author Archive

Nordstrom Nails Service Recovery

Nordstrom Nails Service Recovery

Top Five Customer Experience Links #4

Top Five Customer Experience Links #4

A Minor Customer Experience Fail by Nordstrom

A Minor Customer Experience Fail by Nordstrom

Essential Tech Tools to Get Things Done

Essential Tech Tools to Get Things Done

Happy New Year and Thank You!

Happy New Year and Thank You!

Customer Infographics from 2010

Customer Infographics from 2010

There's No Present Like the Present

There’s No Present Like the Present

The Key to Connecting with Others

The Key to Connecting with Others

Review: Customer Experience - Future Trends & Insights

Review: Customer Experience – Future Trends & Insights

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Blog Posts
- May 11, 2012
  The Secret to Being Remarkable…
- December 8, 2011
  12 Reasons Bad Customer Service Isn’t Your Fault
- October 3, 2011
  What Drives Customer Loyalty
- August 22, 2011
  The Passion Derivative
- August 8, 2011
  Sharing is Good Business
- July 25, 2011
  Confused about Customer Experience
Comments
- Saurabh Khetrapal on The Secret to Being Remarkable…
  Remarkable usually gets rewarded. Being remarkable helps you stand out and be noticed and remembered...
- Telecom audit rainbow information systms on 12 Reasons Bad Customer Service Isn’t Your Fault
  I love this post! You'd think customers would be a little considerate when you've not raised your vo...
- Little Hinges on 12 Reasons Bad Customer Service Isn’t Your Fault
  Hi Tim, I agree any business should consider these as unacceptable excuses for giving bad customer s...
Tweets
- You can’t have engagement without inclusion j.mp/JlqELQ via @enthused 6 days ago
- Why ask why? j.mp/IVG8aW 6 days ago
- Sorry NPS, I’m not buying (it).. j.mp/Jlq7JA #cem #cx #nps #custserv via @wimrampen 6 days ago
- New Blog Post: The Secret to Being Remarkable… bit.ly/JI8ZfA 1 week ago
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