After 35 years of tracking bad customer experiences, the lack of these two actions are the bedrock of buyer dissatisfaction. Period. End of Story. You want a more profitable bottom line? Do you want to stay in business for the long haul? Do you...

The best return happens when companies aim their improvements at customers. Buyers have a keen awareness of which companies prioritize customer satisfaction over company profitability. The best companies know that happy customers will lead to h...

The common thread of championship athletic teams is humility. At a certain point, once the collective team becomes humble, the real improvement and growth starts. Without that humility, the teams will never achieve the ultimate goal of a champi...

Sadly, customer perception molds customer reality. This reality may not be true, but to the customer, it is their reality. If companies want to create better customer experiences, it behooves the company to understand the various realities cust...

Companies can lose BIG money when they deliver a product that looks, and feels inferior to the original sample. This happens all too often. Why? Companies want to pad profitability by using cheaper raw materials for the order fulfillment produc...