Stand out by being extraordinary at the ordinary. Simple ways to improve the customer experience.

There are a lot of people who live in a state of perpetual victimship.

I consider myself a Customer Experience Investigator(sm). I’m thinking of creating a “CXI” badge to flash when I arrive at the scene of the crime.

Away from the office gives you freedom.

There are many lessons, but for me it boils down to one.

Your processes might be working. But it’s the little things that chip away at customer relationships.

Asking questions without limitations can lead to a better experience for your customers.

Processes involving humans (that is, ALL of them) require lots and lots of reminders, revisions and revamping.

It’s not your fault. Battles are fought over perceived turf – marketing budget dollars, headcount, the attention of Mr. or Ms. Bigshot.

As leaders, none of us are too far away from this level of self-deception.