Jon Picoult

The World’s Leading Industry For Tone Deafness

There isn’t a lot of love out there for financial services companies. This was underscored most recently with the release of The Reputation Institute’s annual...

Starbucks’ Brew For Effective Employee Training

On one winter evening in February 2008, Starbucks closed all of its U.S.-based stores and insisted that its 135,000 employees take a coffee break. Well,...

A Surprisingly Simple Way To Engage Your Employees

For all the talk about the importance of employee engagement in the workplace, there are decidedly few specifics to act on. When management gurus extol...

A CVS Prescription You’ll Want To Fill

Are your company’s core values worth $2 billion?  The answer appears to be “yes” for CVS, the second-largest pharmacy chain in the United States. Last...

A Bold Prediction For 2014

It’s that time again, when all the customer experience gurus come out with their predictions for the coming year. So what customer experience trends do...

Proof That It Pays To Be America’s Most-Loved Companies

Bloomberg Businessweek ran an article a few days ago ("Proof That It Pays To Be America's Most-Hated Companies") that claims to demonstrate customer service...

One Airline’s Great Holiday Surprise

During the holiday season, it seems the best surprise most airlines can muster is a flight delay. Or, if you're really lucky, a...

Why Costco Said “No” To Black Friday Creep

Remember the good old days when U.S. consumers actually took the time to celebrate Thanksgiving – and retailers let them do it? It used to...

A Revelation From Ryanair: Service Might Actually Matter

The company that pioneered ultra-low cost, no-hospitality air travel is encountering some turbulence with its strategy. For years, Ireland's Ryanair has prided itself on being...

The Chicken and Egg of Employee Engagement

Are happy, engaged employees a driver of business success, or merely a consequence of it? Lots of studies have identified a link between employee engagement...

We Want Your Feedback (Well, Not Really

There are plenty of companies that don't take the time to solicit feedback from their customers. And that's bad. But what is perhaps even...

The Watermark Consulting 2013 Customer Experience ROI Study

What's a great, differentiated customer experience really worth to a company? It's a question that seems to vex lots of business executives – many of...

Finally! An Airline Brings Some Humanity To Air Travel

Earlier this month, a major U.S. airline did the unthinkable – it actually showed some heart. Even more surprising: this glimmer of hope, in...

You Can’t Advertise Your Way to a Great Customer Experience

What would it take to convince consumers that your business delivers a great customer experience? For Microsoft, the answer appears to be $1.5...

The Best Customer Service Story of 2013

With 2013 less than a month old, I realize it's a bit early to come out with the "best" awards. But when I...

Goals Gone Wild

The goals you set for your organization might be sabotaging the very success that you're trying to cultivate. That's the message from Professors Maurice E....

What’s The First Thing Your New Employees Hear?

I've written in the past about the importance of new employee onboarding and how it can shape people's earliest impressions about a work environment...

Why Customer “Relationships” Are Overrated

If you're trying to build a relationship with your customers, you might be starting off on the wrong foot. That's the takeaway from a new...

An Airline Gets On Board With Simplicity

Delta Airlines has done something novel. They've rolled out a boarding pass travelers can actually understand. The airline boarding pass is one of those...

Customer Segmentation Comes to

Few people associate hospital emergency rooms with customer experience excellence. But some hospitals are working to change that. If there's something consumers associate...

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