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Author Archive | Tim Sanchez

The Passion Derivative

By on Aug 22, 2011

I’m willing to bet you aren’t designing the next big thing. Your company probably isn’t being raved about in the news. You might not even …

Sharing is Good Business

By on Aug 8, 2011

Mark Hurst wrote a great post the other day about persuasion. Read it here and then come back. We’ve had a lot of success at …

Confused about Customer Experience

By on Jul 25, 2011

Earlier this month, Zendesk released an infographic along with a post titled, “Customer Experience is More Important than Advertising.” Since when is advertising not a …

Focus, Focus, Focus

By on Jun 13, 2011

I often refer back to Steven Covey’s Time Management Matrix when prioritizing my schedule. It helps me focus on the most important tasks, rather than …

Winning with Social CRM in B2B

By on Mar 22, 2011

Much has been made of social media’s ability to directly connect businesses and their customers. I’m in the middle of Gary Vaynerchuk’s Thank You Economy …

Nordstrom Nails Service Recovery

By on Jan 10, 2011

It’s no secret that Nordstrom is known for remarkable customer service. That’s why I was so surprised to find such a poor user experience while …

Customer Infographics from 2010

By on Dec 30, 2010

Information graphics have become a popular communication medium for a wide variety topics. While many of the most popular infographics focus on technological and social …

The Customer is Always

By on Dec 15, 2010

It’s probably the most overused expression in customer service: The customer is always right! For the longest time, I thought it was complete BS. My …

Customer Expectations You Can Ignore

By on Nov 4, 2010

In a few previous posts on customer experience, I’ve harped on the importance of setting and managing customer expectations. Expectations are created through our communications …