This is a short tale of two recent service experiences with wildly differing results. So you know, my goal isn’t to bash Comcast – it’s just that they continue to provide text book examples of what NOT to do if you’re trying to improve the service experience for your customers. On the other hand, Blue Nile effortlessly and elegantly knocked a recent experience out of the park. Same channels, radically different experiences. What CX hacks can we learn from these....

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