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...

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