Jon Picoult

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...

Maggots On A Plane: A Tale Of Service Recovery

No, we're not talking today about the latest horror flick from Hollywood, some ill-advised sequel to 2006's "Snakes On A Plane." We're talking...

800-Line Greetings That Make You Cringe

While lots of attention is focused these days on new service delivery channels – mobile apps, social media, online communities, etc. – the good...

Are You Ready For The Turnover Tsunami?

Recruiting and retaining talented employees is a constant priority for any right-minded business. But the global economic downturn has created a workplace dynamic...

The Dark Side of Satisfaction Surveys

Last summer, I wrote about how companies can easily fall into the trap of fielding customer surveys that tell them exactly what they want...

The Towel Mat: How Little Things Can Make Big Impressions

Here in New England, the arrival of spring kicks off the annual rite of liberating one's car from its winter encasement of dirt, grime,...

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