Is “Service Roulette” Driving Customers Away from your Business?20150123161008

Is “Service Roulette” Driving Customers Away from your Business?

Steve CohnJanuary 23, 20150 comments
While attending a recent conference in Las Vegas, I decided to chance some of my hard-earned money and time at the roulette table. I placed my chips o...
Can You Afford to Lose Customers Because “That’s the Policy”?20141030213053

Can You Afford to Lose Customers Because “That’s the Policy”?

Steve CohnOctober 30, 20140 comments
My daughters were born three years and two days apart; one on January 28th and one on January 30th. We try to celebrate on the same day because their ...
Are Your Customer Experience Enablers Sabotaging Your Customer-Centricity Efforts?20140925103058

Are Your Customer Experience Enablers Sabotaging Your Customer-Centricity Efforts?

Steve CohnSeptember 25, 20140 comments
Who is responsible for the customer experience? Everybody. I had an experience not that long ago with my local cable TV/phone/internet company. We had...