The Customer Friction Tax: Are You Trapping Customers? Signing up takes less than a minute. Canceling takes 45. The cancellation button is buried. Customer support is difficult to reach. Returning a product requires multiple steps. A “retention specialist” keeps a customer on the phone until surrender feels easier than leaving. That is more than poor… Read Full Article
Crisis Management: What Customers Remember Most A company may not have caused the crisis—but it still owns the customer experience surrounding it. In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius examine what leaders should do when customers may be at risk, facts are still developing, and the organization’s reputation… Read Full Article
Why Customer Experience Fails Without the Right Internal Ownership Every company says customer experience matters. But too many organizations launch CX initiatives without clearly defining who owns the work, who champions it, who keeps it moving, and who makes sure it becomes part of the culture. In this episode of The Customer Service Revolution Podcast,… Read Full Article
Storytelling is how leaders turn information into belief, alignment, and action. Leadership Storytelling Is No Longer Optional In this episode of The Customer Service Revolution Podcast, John DiJulius and Denise Thompson discuss why storytelling is one of the most important leadership skills in today’s workplace. Most leaders are good at sharing information. They communicate updates,… Read Full Article
How middle managers make or break customer experience transformation Why Customer Experience Transformations Fail in the Middle Most customer experience initiatives do not fail because the strategy was wrong. They fail because the strategy is announced by senior leadership, introduced to frontline employees, and then loses momentum in the middle. In this episode of The… Read Full Article
