All posts by JPicoult

Title Type Datesort icon Views Comments Categories
An Airline Gets On Board With Simplicity Blog 2012-05-17 551 0 Customer Experience, Transportation / Travel / Leisure
Customer Segmentation Comes to… the ER? Blog 2012-04-14 435 0 Customer Experience, Healthcare Services
Perhaps The Worst HR Idea Ever: Employee Term Limits Blog 2012-02-17 414 0 Leadership, Employee Engagement
The ROI of a Great Customer Experience Blog 2012-02-02 1,481 0 Customer Experience, Performance Metrics
The #1 Risk Facing Businesses Today Blog 2012-01-18 683 0 Voice of Customer, Customer Loyalty
‘Twas The Night Before Earnings Release Blog 2011-12-19 867 0 Customer Experience, Customer Loyalty
Sticker Shock: Customer Experience Customization Gone Wrong Blog 2011-12-08 763 0 Customer Experience
Why Your Net Promoter Program Is Failing Blog 2011-11-23 649 0 Customer Loyalty, Performance Metrics
The Top Ten Ways To Spook Your Customers Blog 2011-10-28 826 0 Service and Support, Customer Experience
The Half-Life Of Customer Feedback Blog 2011-10-17 1,902 0 Customer Experience, Voice of Customer
May I Have Your Password? Blog 2011-09-16 1,101 0 Customer Experience
A Patient Experience Rx For Healthcare Providers Blog 2011-07-18 872 0 Customer Experience, Healthcare Services
The Worst Onboarding Indignity… Ever. Blog 2011-07-01 2,243 0 Customer Experience
Why are people getting so emotional about Amazon.com? Blog 2011-05-16 1,473 0 Customer Experience
You Can’t Script Great Service Blog 2011-04-14 1,201 1 Service and Support, Customer Experience
The Heisenberg Principle and Your Customer Feedback Program Blog 2011-03-16 1,466 0 Customer Experience, Voice of Customer
Why Did The #1 Rated Firm In Customer Experience Go Bankrupt? Blog 2011-03-10 6,269 5 Leadership, Customer Experience
Yes, Virginia, There’s Still A Return On Customer Experience Investments Blog 2011-02-11 1,696 0 Customer Experience, Performance Metrics
Are your customer satisfaction surveys… dissatisfying your customers? Blog 2011-01-13 1,462 0 Customer Experience
Too Many Chiefs In The Kitchen Blog 2011-01-05 1,430 0 Leadership
What The Split Peas In Aisle 6 Can Tell You About Your Company’s Customer Experience Blog 2010-12-14 1,223 0 Customer Experience
Are Your Customers Hearing Voices? Blog 2010-12-03 996 0 Customer Experience
Why Netflix Customers Aren’t Seeing Red Blog 2010-11-11 1,685 0 Customer Experience
Why Satisfaction With Home Insurers Is Falling Faster Than Home Prices Blog 2010-10-07 1,132 0 Customer Experience
The Mystery of “S. Larson” Blog 2010-09-13 1,592 0 Customer Experience
Maggots On A Plane: A Tale Of Service Recovery Blog 2010-08-03 1,137 0 Service and Support
800-Line Greetings That Make You Cringe Blog 2010-06-17 1,440 0 Customer Experience
Are You Ready For The Turnover Tsunami? Blog 2010-05-13 1,495 0 Leadership
The Dark Side of Satisfaction Surveys Blog 2010-05-12 1,205 1 Customer Experience, Voice of Customer
The Towel Mat: How Little Things Can Make Big Impressions Blog 2010-04-12 1,300 2 Customer Experience
What Oprah Can Teach The Boys At Goldman Sachs Blog 2010-03-31 1,286 0 Leadership
Life Insurance Industry Wins The Battle, But Loses The War Blog 2010-02-26 1,598 0 Customer Experience, Financial Services
Yes, Virginia, There Is A Return On Customer Experience Investments Article 2010-02-07 22,838 12 Leadership, Customer Experience
Google soars and Google stumbles Blog 2010-02-01 1,353 0 Leadership, Service and Support, Customer Experience
It’s New Year’s… Can You Resolve Your Way To A Great Customer Experience? Blog 2010-01-12 1,450 0 Customer Experience
How To Keep Your Organization Focused On Its — Oooh, Look At Those Kittens! Blog 2009-12-29 1,495 0 Leadership
What Drives GM Customers Away (Other Than Their Cars?) Blog 2009-12-10 1,508 0 Leadership
A healthcare EOB that’s an “Exaggeration of Benefits.” Blog 2009-11-25 2,604 0 Chief Customer Officer
Smart Choices; Bad Judgments. Blog 2009-11-15 1,707 0 Digital Marketing, Fast-Moving Consumer Goods
Is the "Experience Economy" Contracting Towards Irrelevance? Article 2009-01-16 12,327 5 Leadership, Service and Support, Digital Marketing, Customer Experience, Financial Services, Chief Customer Officer
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