How to change things when change is hard

In past blogs, I’ve encouraged businesses to consider how to create durable bonds with customers through powerful customer experiences. Easier said than done, right? Often, the greatest challenge is altering and shaping the behavior of employees so that they become...

Enough is enough, AT&T, it’s time say goodbye

You may have read my past blogs about my bad customer experiences with AT&T. I have blogged, twittered and called them too many times. They have sent 2 technicians to my home and still problems persist (our supposed high-speed internet service cuts out multiple...

When customer contact becomes harassment

Companies that send too many outbound messages can end up harassing their customers. That is how customers feel and while some marketers might suggest that sending more messages (email, mail, any format) may increase the response rate, the bigger issue is the damage...

A self-service website gone wrong

Today I went online to figure out which companies offer Internet and phone service at my new home. AT&T showed up in my search, so I went to their website looking for options and pricing (but not sign up yet). I followed their Web self-service system and chose...