Jon Picoult

Twas The Night Before Earnings Release

Outrageous service fees. Rude staff. Unintelligible correspondence. What would Santa say to all those businesses that are naughty to their customers? With...

Sticker Shock: Customer Experience Customization Gone Wrong

 In their quest to deliver a warm, personalized customer experience, some companies cut corners and end up tarnishing their brand instead of enhancing it.   Take,...

Why Your Net Promoter Program Is Failing

Has the Ultimate Question turned into the Ultimate Letdown for you? Lots of businesses, large and small, have jumped on the Net Promoter Score (NPS)...

The Top Ten Ways To Spook Your Customers

What are you afraid of this Halloween?  That your customers might disappear like ghosts?  That your competitors might pick them off like vultures?  That...

The Half-Life Of Customer Feedback

Do you remember what you ate for lunch a week ago? Probably not. Yet many businesses seem to think that consumers have such incredible...

May I Have Your Password?

What do you feel when you hear those five words? Surprise, probably… because in today's world of online accounts, passwords and PINs, we've been coached...

A Patient Experience Rx For Healthcare Providers

Few organizations in the healthcare industry score well when it comes to the quality of the patient experience. It's rare that healthcare providers even view...

The Worst Onboarding Indignity

I've written extensively in the past about the importance of managing the "customer" experience for job candidates and employees. Both are key constituencies that...

Why are people getting so emotional about Amazon.com?

Global research firm Harris Interactive recently released the results of a consumer survey which rated companies on their "emotional appeal." Johnson & Johnson topped the...

You Can’t Script Great Service

Macy's, that venerable institution of American retailing, is working to become less "outstanding." At least, that's the guidance the company is giving its front-line sales...

The Heisenberg Principle and Your Customer Feedback Program

What in the world could physicist Werner Heisenberg know about soliciting customer feedback? It was back in 1927 that Heisenberg published a paper describing...

Why Did The #1 Rated Firm In Customer Experience Go Bankrupt?

A few weeks ago, bookstore chain Borders filed for bankruptcy. Unlike many of the other companies that have succumbed to recent economic pressures,...

Yes, Virginia, There’s Still A Return On Customer Experience Investments

About a year ago, I wrote an article titled "Yes, Virginia, There Is A Return On Customer Experience Investments." It was an effort to...

Are your customer satisfaction surveys

A friend of mine relayed a story to me last week about a customer survey from his cellular service provider. He had decided to switch...

Too Many Chiefs In The Kitchen

Does your company have too many chiefs in the kitchen? Having a "C-Level" position doesn't mean what it used to, as title inflation...

What The Split Peas In Aisle 6 Can Tell You About Your Company’s Customer...

You're in the grocery store looking for a particular item. After scanning the aisles and staring at the shelves in vain, you spot...

Are Your Customers Hearing Voices?

Regular readers of this blog know that I'm a big fan of Vanguard, the mutual fund provider. How they articulate and fulfill their...

Why Netflix Customers Aren’t Seeing Red

Yes, every Netflix customer does see red when retrieving the company's DVDs from their mailboxes, thanks to the firm's signature envelope design. But...

Why Satisfaction With Home Insurers Is Falling Faster Than Home Prices

Earlier this week, J.D. Power released its latest annual study of consumer satisfaction with providers of homeowners insurance. Customer satisfaction with these companies...

The Mystery of “S. Larson”

For those of you who have ever owned Citibank credit cards, "S. Larson" is probably familiar to you. It's the name that appears...

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