How To Make Sure An Acquisition Doesn’t Hurt Customer Experience

When you're part of an acquisition, how to you keep customer experience high?

What Impact Will Kaiser Permanente’s Acquisition of GHC Have On Customer Experience? Seattle-based Group Health Cooperative (GHC) has been in business for over 75 years; longer that Kaiser Permanente, which recently acquired it. In today’s podcast interview with GHC’s Customer Experience Designer, …Continue Reading →

Does The Government Really Care About Your Opinions?

Most of us have been in a long government service lineup at some point.

Who hasn’t stood in a lineup trying to access a government service? It’s so easy to bash government service departments, especially when you’ve spent an hour in a lineup only to be told you are missing something and have to start all …Continue Reading →

How to Find Process Problems That Irritate Customers

PeopleShock customer experience book hits Amazon #1 best-seller lists

Process Problems Upset Customers AND Hurt Profitability Process is the 3rd P in the 3P Profit Formula I discuss in the book PeopleShock: The Path to Profits When Customers Rule, and it is one of the biggest areas where organizations fall down …Continue Reading →

How to Keep Customers Happy After a Merger: Travelocity & Expedia

Can You Reconcile Quality vs. Quantity After a Merger? When your company has built its reputation on great customer service, what happens when you’re in a merger with a bigger company that has a different focus? That’s the challenge Martin …Continue Reading →

How Can a Bank Convince Customers It Really IS Different?

When all banks seem the same, how do you convince customers yours is different?

Yeah, sure you’re different from all the other banks. (This is part 2 of my interview with Dave Mowat, CEO of ATB Financial. Click here for Part 1.) ATB Financial, a government owned financial institution with about 5,300 employees and $46 …Continue Reading →

What?! This Bank WANTS its Employees to Break Rules?

Dave Mowat, CEO of ATB Financial, says in this week's interview that sometimes it's a good idea for employees to break rules!

It’s hard to find an industry much more risk averse than banking (especially these days), so it was startling to hear ATB Financial CEO, Dave Mowat, tell me that he’s trying to encourage employees to break rules! The key, obviously, is …Continue Reading →

Omnichannel Customer Experience: Can Banks & Others Get It Right?

Computer, phone, store or bank branch - people want a seamless customer experience

This week’s podcast highlights some of the take-aways from last week’s Digital Customer Experience Strategies Summit in Chicago, at which I had the honor of being on the first panel of the event. Banks, Telecomms, and B2B Companies Grapple With Omnichannel …Continue Reading →

How to Launch a Customer Experience Program in a Big Company

Where to start with your customer experience program?

Customer Experience Program Challenges Big and small companies have different challenges when it comes to implementing a customer experience program, but there are things each can learn from the other. That’s why this podcast and blog range from last week’s …Continue Reading →

How to Keep Your Small Business Strong in Times of Crisis

What Would Happen to Your Small Business if You Couldn't Run it Anymore?

Would Your Small Business Survive If You Were Gone? Entrepreneurs and small business owners are often advised to think about what would happen to their business if they were hit by a truck. It’s a horrible thing to contemplate, but that sort of thing …Continue Reading →