Customer Experience Firing customers – Are we looking at this right? Posted on May 14, 2016March 19, 2019
Customer Service Tigersheds – Tiger, Tiger, burning dull – a tale of terrible Customer Service Posted on May 14, 2015March 18, 2019
Culture Doing the Opposite, Part 3: Deliberately Making Mistakes… Posted on October 19, 2014March 18, 2019
Customer Experience Doing the Opposite, Part 1: Stop Using AHT as a Performance Metric Posted on October 6, 2014March 18, 2019