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 →

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 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 →

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 →

How to Launch a Customer Experience Improvement Program

Where to start with your customer experience program?

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