Today I would like to get back to the omni/multi/cross-channel theme in Customer Experience Management, for I’m seeing some hard to get rid of “myths” that I feel need to be “busted”..Read more "Are You Riding The Customer Experience Hobby Horse Into Wasteland?"
A couple of days ago Joe Pine tweeted on how the new European Union needed ‚my’ (and your) help on the Public Consultation about the „Experience Economy” as an emerging industry. Time to write about the limitations of current Customer Experience thinking & practice.Read more "Experience Economy, Economy Of Experiences, Or.."
You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:Read more "We Don’t Need An NPS-[fill in the blanks]"
I’ve been reading through the past three years of blog-posts that I’ve written. Having done so I decided I might as well share the ones I like best + more with you in a digital booklet. Free download:Read more "My Free E-book: Co-creating Customer Relationships"
I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why:Read more "The Case for Multi Channel Excellence in Customer Service"
Managers in Customer Services don’t need more or new technology, but what is it they do need (to do)? Here’s my take for 2012 and beyond!Read more "Customer Service in 2012 and Beyond Technology.."
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself.Read more "E-mail from a Contact Center Manager"