Customer Experience

Meeting Customer Expectations

“We’ll get back to you tomorrow.” They don’t. “We’ll confirm an appointment within 24 hours.” They don’t. “I’ll share your feedback with management and get back to you in 7 days.” They don’t. “Our review process takes 30 days.” It doesn’t. 30 days later, “Our review process takes 60 days.” Read more…

By Dave Gardner, ago
Customer Experience

5,300 Employees Go Rogue

Yes, my friends…you read that right. 5,300 employees at Wells Fargo Bank had to be terminated for going rogue and signing up over 1.5 million customers for credit cards and other accounts that customers had not requested. “Going rogue?” That would have to be the case given no managers or Read more…

By Dave Gardner, ago
Customer Experience

Moving The Needle

Are you moving the needle? Are you putting your toe in the water when you really need to dive in head first? Are you engaged in incrementalism to the point that your efforts largely go unnoticed? Are you changing the trajectory of your business and your marketplace? Are you excited? Read more…

By Dave Gardner, ago