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Stop the Madness! Three Examples of Why Friction Hurts CX

Customer Think

Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it into my books1 and three more stories arrived in the last few weeks. Each one describes how friction irritates customers […]

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Why NPS is Still The Top Dog

Customer Think

The Net Promotor Score (NPS) metric first took the marketing world by storm in 2001. It’s now 2021, and things have changed over the past year, let alone the past two decades. So how much value does the NPS metric still hold after all this time? Think of NPS like gravity, and just as apples […].

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It’s all about context stupid! Why most businesses fail to take this into account

Customer Think

When I started working in Customer Experience in 2001, people hadn’t thought about […] However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere.

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The Cornerstones of Effective Leadership: Trust, Communication, and Collaboration

Peter Simoons

As Peter Drucker stated in his 2001 book Management Challenges for the 21st Century * “Organisations are no longer built on force. These elements are inseparably connected in a cycle: one cannot exist without the others and together, they become the foundation of any successful team or organisation. Increasingly they are built on trust.

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Tailscale’s $113M success with Avery Pennarun

Zendesk

Avery Pennarun, CEO and co-founder of VPN serviceTailscale, has first-hand experience with this criticality after launching his first startup, Net Integration Technologies (Nitix) back in 2001. The startup was later acquired by IBM in 2008.) “We

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How to Set More-Realistic Sales Targets using Historical Data

QYMATIX

During his tenure at the helm of GE, 2001 to 2017, two unprecedented and unforeseeable crises hit the global markets : 9/11 in 2001 and the global financial crisis in 2008. Highly unlikely for pure organic sales growth. It might still have been the desired target to fend off competitors. Now CEO Immelt. Big miss there.

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3 Effective Strategies for Leading Across Generations in the Workplace

CMOE

The current generations in the workplace include: Silent Generation Born between 1925 and 1945 Baby Boomers Born between 1946 and 1964 Generation X (Gen X) Born between 1965 and 1980 Millennials Born between 1981 and 2000 Generation Z (Gen Z) Born between 2001 and 2020 Each of these generations have stereotypes and assumptions about their priorities (..)