How To Really Piss Off a Customer

Don't let business slip away because of bad customer experience

Don’t Make These Stupid Customer Service Mistakes If you want to lose business, check out today’s podcast (and/or read the blog post). Yes folks, this really happened. Please don’t make these mistakes! On July 31 I bought a product that …Continue Reading →

How Upping Their Customer Service Led to Growth in a Recession

Craig Nadeau, of Maxim Constructors

Can Customer Service Recession-Proof Your Business? There are an awful lot of empty offices in oil capital Calgary these days, but a company that does tenant improvements has managed to grow anyway, thanks in part to an increased focus on …Continue Reading →

How Better Web Accessibility Can Boost Your Sales

Web Accessibility helps everyone: In user testing people in their 40s are most annoyed by small, low-contrast fonts.

Web Accessibility Is Not Just for Disabled People! According to today’s podcast guest, Joanne Pires, of eSSENTIAL Accessibility, 1 in 5 Americans self-identify as having a disability. Get your FREE Transcript Now! And that doesn’t even include the masses of …Continue Reading →

Cyber Attacks Knocked Out Huge Sites Last Week; Is Yours Safe?

Cyber Attacks Are Even Hitting Huge Companies, So What Do You Need To Do To Keep Your Data Safe?

When Sites Like Twitter Are Vulnerable to Cyber Attacks, Should We Just Give Up? Last Friday huge sites like Twitter, Netflix and Spotify were down for a while thanks to a massive cyber attack on domain provider, Dyn. According to an article …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 Customer Experience Can Help You Survive a Boom and Bust Business Cycle

Riding Out a Boom & Bust Cycle is Not Easy. The 3Ps of Profit Can Help

Wednesday, September 7, 2016, is PeopleShock Launch Day! Yes, the book, PeopleShock: The Path To Profits When Customers Rule, has been available for a while already, but I figured there was no point trying to do the “official” launch during …Continue Reading →