Category Archives: Company culture

Inspiring CX videos

When it comes to providing consistently exceptional CX, some companies have nailed it. Here, a few of them are profiled by Bain & Company as part of its Net Promoter Score Trailblazer video series: Zappos Rackspace (Shout out to Austin, … Continue reading

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Can anybody hear me?

I tried to get online today and (guess what!) the crazy-making CSR from Clear Wireless had cancelled my internet service. I shouldn’t have been shocked given how badly that call went, but I was because (a) I had requested my … Continue reading

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The Inmates Are Running the Asylum

I wanted to post a few notes and quotes about this great book by Alan Cooper: The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity. The biggest ‘Aha!’ moment for … Continue reading

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Know it, be it, say it

This article by Monica Skipper, head of brand management at FedEx, covers the essentials of a strong brand. Step 1: Know who you are. What is your company’s reason for being? What is your brand’s promise to customers? This identity … Continue reading

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GoDaddy, NoDaddy!

I’ve had bad experiences with GoDaddy’s confusing interface and relentless pushing for upsells, upgrades, bundling, and other attempts to lure money from my pocket to theirs. I always ended up calling their customer service to clarify what I’d bought and … Continue reading

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Rare USPS damage

The United States enjoys the most reliable, efficient postal system of anywhere I’ve lived or visited. It’s so reliable and efficient that we easily take it for granted. In my life, I’ve had very, very few items (goods or papers) … Continue reading

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Second thoughts about first impressions at UBS

This is a follow-up to my previous post about Swiss bank UBS’s outrageously detailed employee dresscode. I wasn’t the only one to jump on the absurdity of the 40-plus-page tome that instructed employees on everything from the color of their … Continue reading

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