Zappos for the win!
What's the ROI of hugging your Mom? Not everything lives up to the height advertised. As such, at times I find myself inadvertently lowering my expectation of what I’m told to expect. So…my recent time spend at...
Read MoreCategory: Customer Experience (CX)
Greatness, in obscurity
If we can nail CX in fast food, can't we nail it every where else? My first job out of college, I...
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Commit, don’t -ish!
Commit, don't -ish! Our mothers have all taught us to avoid many four-letter words; for fear of...
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The People Behind Your Tech
Guest author digital customer support and customer recovery expert Laurie Meacham Have you ever...
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Service without question
Milkshake fixed “I took my daughter to @innout and of course we added on a chocolate shake to our...
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The CoXen Cycle: Adapt phase
To survive, and have hope to thrive, you must Adapt Have you ever wondered why the company you...
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Do you really want to know, and are you really listening?
You are the brand of the company you work for! A simple Google search will net the fact that...
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‘Tis the Season to have fun with Customer Service!
Creative customer service is not an accident, it's a passion! ‘Tis the season of sneaky parenting!...
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Loyal to the company, by being loyal to the loyal customers!
Empower your employees One of my favorite mentors always spoke of this equation. As an excel...
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The CoXen Cycle: Refine phase
"They stick their head in the sand, or worse,...Try to convince themselves that the real problem...
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The CoXen Cycle: Mold phase
"Molding is little movements done well and measured well, to prepare for big moves and deleverage...
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The CoXen Cycle: Discover phase
Your CX; Understood, Managed & Optimized There is clearly a reason I feel like this is a cycle and...
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