Comcast Massive Fail: Who’s to Blame?
July 29, 2014 | By: John DiJulius
Cable company rep bullys Customer trying to cancel service – A Comcast Customer service representative makes it almost impossible for a Customer to cancel his cable service. The Customer, who recorded the call midway through, is harassed and scolded for nearly 10 minutes by the rep. This story has exploded all over the Internet and… Read Full Article
Lebron James Returns to Cleveland
July 22, 2014 | By: John DiJulius
The Shocking Decision – By now you have heard that LeBron James is headed back to play for the Cleveland Cavaliers, the place he grew up. Like LeBron, I love Cleveland, it is my home and I am very proud of it. However, to be honest, I never thought Cleveland had a chance to get… Read Full Article
The Customer eXperience Executive Academy
July 15, 2014 | By: John DiJulius
Wanted: Chief Customer Officer – The fastest growing C-level position popping up in the corporate world is CCO- Chief Customer Officer, also known as the CXO- Chief eXperience Officer (see past eService Who is losing sleep at night over the Customer). With the old paradigm, the Customer service duties were left on the plate of… Read Full Article
Panera: A Decline in Customer Experience
July 01, 2014 | By: John DiJulius
Panera CEO fixing poor café experience – Panera Bread’s CEO, Ronald Shaich, told investors, “We’ve directly surveyed our Customers, and the top reason they cite for coming less often is the diminished in-café experience.” Slow lines and inaccurate orders were prominent among Panera Customer complaints. *TDG Disappoints [related article] Panera 2.0 Customer Experience – After… Read Full Article
Is Human Interaction an Endangered Species?
June 24, 2014 | By: John DiJulius
Is human interaction an endangered species? Every industry is trying to replace people with technology. This isn’t exclusive to ecommerce, but retail as well. You now see fewer clerks and more self-serve checkouts. According to Michael Chui, a partner at the McKinsey Global Institute, mentioned in an article by Ilan Mochari, Why Retailers Won’t Nix… Read Full Article
