I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too. […]
What 19 Years of Support Leadership Actually Taught Me Read More »
Discover why focusing solely on price can be a costly mistake. Explore the fallacy of price and learn how to build a customer-centric business that prioritizes value, customer experience, and long-term loyalty.
Beyond Price: Why Customer Value Trumps Cost Read More »
Discover why discounting rarely leads to sustainable business growth. Learn strategic alternatives to price cuts that preserve margins while building customer loyalty. Expert insights on value-based pricing
Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »
Every support leader has had this conversation: you’ve made the case for investment, and the CFO asks “what’s the return on this?” If you don’t have a crisp answer in financial terms — not CSAT points — you’re going to lose the budget. Here’s how to make the connection that gets CX investment funded.
The Business Case for CX: How to Get Leadership to Fund What Actually Matters Read More »
