by Christopher S Penn | Mar 2, 2018 | Business, Customer Experience, Customer Service, Strategy, Video
This toilet paper dispenser inspired me to share some thoughts on customer experience, business strategy, and what companies do most wrong: put themselves before the customer. Can’t see anything? Click here to watch on YouTube. If you enjoyed this, please share...
by Christopher S Penn | Sep 18, 2017 | Customer Experience, Customer Service
Here’s a brief thought exercise. Would you hire this employee? If they were on your staff, would you retain them? Punches the clock exactly, and refuses overtime without significant compensation Does the absolute minimum work possible to not get fired Spends their...
by Christopher S Penn | Sep 11, 2017 | Advertising, Customer Experience, Customer Service, Marketing, Presentations, Productivity
Service is the dominant form of industry these days. Everything is a service; in fact, -as-a-service is appended to an enormous number of industries. We have software-as-a-service. (the online apps economy) We have platform-as-a-service. (the API economy) We have...
by Christopher S Penn | Aug 18, 2017 | Customer Experience, Customer Service, Marketing, Strategy
Customer experience, or CX, has been and continues to be a hot topic for businesses seeking higher marketing ROI and longer customer retention. As with any seemingly new topic, we’ve lots of jargon to contend with. What is CX? How is it different from previous...
by Christopher S Penn | Jun 13, 2017 | AI, Artificial Intelligence, Customer Experience, Customer Service, Machine Learning, Marketing, Marketing automation, Marketing Technology
The most innovative marketers routinely pick up new things, try them out, and succeed or fail. Why are marketers struggling so much to adapt to artificial intelligence and machine learning? In this series, we’ll explore machine learning and artificial...
by Christopher S Penn | Jun 1, 2017 | Customer Experience, Customer Service, Innovation, Marketing, Strategy
Disruption rarely occurs because a new technology magically makes everything better. Few creators of software and algorithms build solely for the purpose of disrupting anything. Many creators of companies build to solve a problem they’ve had and they don’t see anyone...