Ken Peterson

The Non-Apology Apology

Given the complexity of today’s economy, not to mention global logistics challenges augmented by Covid-19, it’s not a question of “if” but rather “when” you will disappoint a customer. In this moment, your response will determine if you keep or lose that customer. Central to...

5 Ways to Create a CX Survey You Would Take Yourself

Photo by Jon Tyson on Unsplash Upton Sinclair is reported to have said: “It is difficult to get someone to understand something when their salary depends on them not understanding it.” The same could be said about people in the CX industry, which is built...

New Posts