Category: Uncategorized

Is customer service average in most industries because we, as consumers, complain too much?For example, take into account your own personal experiences as a consumer. Do you contact a company to acknowledge their great service as quickly as you do when you’ve received bad service?I recently came across a Venture… Read More»

How do you personally define a customer-focused company? I’m not talking about a company that claims to be customer-focused but one that genuinely obsesses over improving their customer experience. Year after year, we hear of companies of all sizes wanting to focus more on their customer experience. While some actually use the appropriate resources to… Read More»

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000’s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew  to become a world-renowned, customer focused organization. As I say… Read More»

My first ever customer service job was working at McDonalds when I was 13 years old. My most recent customer service position began in 2007 when I was working in a contact centre answering 100 calls/day and speaking to customers with different personality types, motivations and aversions. For anyone who… Read More»

When I meet with companies to improve their customer experience I’m often greeted with, “Michel, we are very conservative. I don’t know how much we can invest to improve our customer experience.” I understand operating budgets are reviewed with strict attention, however, what I have a hard time understanding is… Read More»

Silos within organizations are caused by the lack of a centralized team who brings everyone together. Customer experience is the solution to silos existing within your company. To genuinely become a company that is focused on creating a world class customer experience you must have an individual – or team… Read More»

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action.… Read More»