Blogs about: Xcs
Featured Blog
Worst Case Scenario for Delivering New Customer Value
Here is a worst case scenario: A well known product, already experienced by the entire market. It’s had many re-introductions in different forms, packages, and industry verticals. Fully commodit… more →
Extreme Customer Satisfaction
Worst Case Scenario for Delivering New Customer Value
wrote 2 months ago: Here is a worst case scenario: A well known product, already experienced by the entire market. It … more →
I'd rather pay more, take longer and get tired, wouldn't you?
wrote 2 months ago: Brilliant ! Here is a good example of the overwhelmingly powerful effect of experiences in creating … more →
BlackBerry - Taking Their Eye Off the Ball?
wrote 2 months ago: We prefer to find good examples of customer centricity to make our point. However, sometimes example … more →
A master of Experience and Differentiation
wrote 3 months ago: Friends, Some of you may remember this posting from over a year ago. As the need to differentiate be … more →
Some Lessons Learned
wrote 3 months ago: This posting includes video, please click here to see the post on Xtreme Customer Loyalty Blog Thank … more →
10 Considerations for Successful Contact Center Culture Shifts-Part 1
wrote 3 months ago: In this series of 3 postings, we will cover 10 considerations for creating successful cultures shift … more →
Front-line Empowerment Can Makes All the Difference
wrote 4 months ago: This story is sad, but a little funny at the same time. Continental Airlines Flight 47 kept about 50 … more →
Market an Authentic Brand - Deliver the Product
wrote 5 months ago: At times I find it difficult to illustrate to clients the idea of emotional customer experiences tha … more →
United Breaks Guitars
wrote 5 months ago: For my friends that are not aware of the incident with United Airlines breaking guitars, I am postin … more →
Average Handle Time - A Good Metric? For Whom?
— 8 comments
wrote 1 year ago: Two things drive me to a posting on Average Handle Time (AHT). A previous posting on Average Speed o … more →
Have we what it takes to be like Johnny?
wrote 1 year ago: Friends, Today a colleague sent me this video which I think is not only inspiring but revolutionary … more →
Regularly Scheduled Reminder: Back to Basics
wrote 1 year ago: Yesterday I had the pleasure of speaking at a regional gathering of the Contact Center Networking Gr … more →
Faster is Better
wrote 1 year ago: Different types of customers have different needs and thereby, benefit from different customer satis … more →
All Customers Are Not Created Equal
— 7 comments
wrote 1 year ago: Your contact center is suffering from unexpected staff shortage. Two queues are are in troubl … more →
Intention, the source of . . . . . Everything !
— 2 comments
wrote 1 year ago: I’ve been thinking about intention for a couple of days now. So, I may as well post. I … more →
To Err is Human, so is to Care.
— 3 comments
wrote 1 year ago: My father called Quest to have a new phone installed at the house. On Monday, as scheduled, the tech … more →
XCS Means Customer First
wrote 1 year ago: Yesterday I set out to purchase a car for my father, who just moved to Salt Lake City from Miami (do … more →
Target is on Target
wrote 1 year ago: Ed Vallorani’s posting is a great example (see here). The key is to understand your c … more →
Executives are Customers Too - A place for Personal Values
— 2 comments
wrote 1 year ago: Mr. Robert’s recent comment inspires me. I share his passion and feeling that students, espec … more →
