Why Do People Leave… Yet Stay?

September 18, 2018 | By:

This guest article is brought to you Direct Opinions, sponsor of the 2018 Customer Service Revolution. We all have something that moves us, motivates us to do something about it. A passion we are pulled toward pursuing. My passion is helping other people find passion at work. When I see someone miserable in their job, I… Read Full Article


What The Best Uber Driver Can Teach You About Customer Experience

July 18, 2018 | By:

  If you are like most, your Uber drivers are all about the same, some a little better or worse than others, but most consistently regular. In the several hundred I have had, not one stands out. However there is an Uber driver in the Toronto area that has received an astonishing average score of… Read Full Article

Virgin Hotels Yes Phone

Want Something? Just Press the “YES” Button

July 11, 2018 | By:

Want something? Just press the “YES” button When you stay at a Virgin Hotel, you will notice a button on the top of all their phones, in the rooms, labeled “YES”. The “YES” button conveys the staff’s commitment to make your request happen. It should be no surprise Virgin Hotels Chicago was named #1 hotel in… Read Full Article


Soft Skills, Hard Results – Do Your People Measure Up?

June 27, 2018 | By:

Soft skills are intangible and difficult to quantify, unlike hard skills, which can be demonstrated and measured. Hard skills are the necessary abilities that are needed to simply get the job done. Soft skills are the personal a tributes that enable someone to interact effectively and harmoniously with other people. Soft skills include social ability,… Read Full Article

Is Your Online Reputation More Important Than You Think?

June 13, 2018 | By:

A close friend of mine recently reached out to me regarding his son, Ryan, a recent college grad. Ryan had just moved to a new city and was hoping to find a local financial advisor to work with. He remembered that I was friends with the VP of a financial firm in the same city… Read Full Article

Zero Risk

Pizza Insurance? | Top 10 Customer Service Books

May 30, 2018 | By:

You’ve probably seen the new Domino’s Pizza Carryout Insurance commercials: Domino’s is now offering Carryout Insurance! “Free protection for your most delicious asset. Pizza accidents happen. That’s why we’re introducing free CARRYOUT INSURANCE® on all carryout orders. If damage occurs to your carryout order after you leave the store, just bring it back and we’ll remake it for free.”   Domino’s carryout insurance… Read Full Article

Customer Experience

Marketing Will Soon Report To Customer Experience

May 16, 2018 | By:

“Companies spend millions creating and advertising their brands, yet the Customer’s experience is what drives Customer perception.” Customer Experience is the new Branding Branding is no longer about building perception in your Customer’s mind. In the age of smartphones and social media, Customer Experience is the new branding. Every company is in the Customer perception… Read Full Article

Predicting the Future

Why Wait Until 2020? Your CX Future Is Now!

May 09, 2018 | By:

Every other article or blog that I read has a prediction for 2020 as it pertains to Customer Experience (CX) and expectation. I say, why wait until 2020? In my opinion, if you wait, you’ve lost. I pulled together my favorite 2020 predictions that your organization should start acting upon well before the predicted year…. Read Full Article

Call Center Employee

Bezos’ Shows Zero Tolerance For Average Customer Service

May 02, 2018 | By:

This Is What CX Executive Sponsorship Really Looks Like It is a proven fact that World-Class Customer Service organizations are run by someone who is OBSESSED with the experience their company delivers. Jeff Bezos has always been the poster boy of a CEO who is relentless about Customer Experience and the results show. Another key… Read Full Article

Police Arresting Black Man at Starbucks

Starbucks: A Case Study On How To Handle A Negative Situation

April 25, 2018 | By:

How did Starbucks handle a very bad situation? As most of you have heard by now, Starbucks was at the center of a viral story last week when an employee at a Philadelphia location called the police on two African American men because the two men were sitting in the store without purchasing anything and… Read Full Article