The customer is always wronged

You've done this. You've launched a new part of the customer journey, a training course, an onboarding email series, a best practice document or maybe a revised QBR process and you didn't seek out any customer input. Admit it. You've done it. I know I've done it before. Guess what?  You have wronged the customer.... Continue Reading →

What is an Enlightened Customer?

Having worked in customer facing roles for over 20 years I’ve witnessed a significant shift in how customers have evolved over time. The driving force behind this change is information and the access to this information. Not only does the customer have access to better information that can be retrieved quite quickly, employees at all levels now have access to the right type of information to serve this new breed of consumers that demand that this information be easily accessible.

Create a website or blog at

Up ↑