Author and Keynote Speaker
British Airways used to offer free tea in economy class on short-haul flights. Then, they changed tea brands. Unfortunately, the new tea supplier didn't offer the tea pre-packaged in a cup like the …
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Have you ever gone to a website that you visit often and been told, "We don't recognize your device" and forced to re-identify yourself? Despite using the same Macbook Pro for 5+ years, it happens to …
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In response to my call for examples of high-friction customer experiences, my friend and NMSBA founder Carla Nagel pointed out how annoying a customer service communication can be when it comes from a …
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Chances are, your website or app has at least one form. An order form, an info request form, a subscription form... no surprise. But, here's what may surprise you: there's a good chance it's not coded …
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Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Also a National Speakers Association Hall of Fame inductee and New York Times …
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My guest today has been called "one of the truly deep thinkers in the arena of technology and culture" (Geoff James of CBS Interactive Media), and his writing has been deemed "a brilliant vision of …
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Jeff Rosenblum may be one of the few to say that we ask our advertisements to do too much. But in an age that sees us constantly bombarded by marketing, he has a point - it may be unrealistic to …
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Just as customers are influenced by marketing, firms change their tactics in light of buyers' responses. How might markets be influenced similarly, to reflect the people that drive them? On this …
Continue Reading about Ep #125: The Inner Lives of Markets with Ray Fisman →
