Tim Sanchez
Tim Sanchez
ABIS Consulting Group
Tim Sanchez is dedicated to promoting remarkable customer experiences through leadership and personal development.
12 Reasons Bad Customer Service Isn’t Your Fault
Even the best of us are capable of providing bad service at times. These excuses have rattled around in my head more one than...
The Passion Derivative
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...
Sharing is Good Business
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
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
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...
Winning with Social CRM in B2B
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...
How To Take Notes and Wow Customers a.k.a. Evernote and Livescribe Kick Ass
Taking notes is a seemingly simple topic, and one that doesn't necessarily fit the typical customer experience content published here. But, as I told...
How To Make Millions Using Twitter
No, this post isn't about making money on Twitter. If you're into that kind of thing, then I'm sorry, you're in the wrong place. My...
Customer Complaints, A Company’s Favorite Gift
Why don't you complain more? You really should. Good companies love hearing useful complaints from their customers. On peak days, Mindshare Technologies gathers over 90,000…
Nordstrom Nails Service Recovery
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...
A Minor Customer Experience Fail by Nordstrom
Earlier this week my wife was trying to get some information about an online order she had placed with Nordstrom. She went to the...
Essential Tech Tools to Get Things Done
I'll let you in on a little secret…just between you and me…I'm a bit of productivity geek. I love new gadgets and applications that...
Customer Infographics from 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...
The Key to Connecting with Others
I saw this tweet from Nate Bagley in my twitter stream and I immediately knew which video he was talking about before I even...
Review: Customer Experience – Future Trends & Insights
The fine folks at Beyond Philosophy were kind enough to send me a copy of their latest book, Customer Experience – Future Trends and...
The Social Media Addict Purchasing Process
Social Media has changed the game. Consumers no longer purchase goods the way they used to, which means companies must alter their sales, marketing,...
The Customer is Always
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…
5 Tips to Fix Your Annoying Email Etiquette
I was digging through my inbox, looking for an email from a client the other day. I have about 20,000 emails in my inbox...
Customer Experience Bootcamp – An Interview with Annie Tsai
I've been following Annie Tsai on Twitter for quite a while now. She was featured in the Best Customer Experience Blogs post a few...
Zappos Airlines – A First Class Ticket to Customer Experience
What do Zappos and the airline industry have in common? Almost nothing, except that they're both in the news quite a lot. While Zappos...