Eric Engwall

@NorthLacrosse The kid just makes plays. Every game!

4 CAUSED TURNOVERS FOR MAX!!!

Wow, this is hard to watch. Gopher football making Purdue look like a 7-2 team rather than the 2-7 team they are. Uffda. #Gophers

@UNDFootball360 Sorry to hear that about your father-in-law. Same thing happened to my father. It’s a long road, but it’s doable. Buck is lucky to be alive. Best wishes for a full recovery.

I won’t have a game review, sorry folks. As many of you know my father-in-law, Buck Kasowski, had a major aorta aneurysm (rupture) this weekend. It’s touch and go but he made it out of surgery! His son Ryan, played at UND, is Midco color guy for UND, and is the head coach of EGF football. It’s been a very though time for Carrie and the family as Buck was the rock. I have a new perspective on things, to say the least. I didn’t even know the final score of the UNI game til later that evening if that tells you anything. Typically I would’ve been irate over getting shutout, stewing, etc. I didn’t even care or think about it. Football is fun! Sometimes we take it too seriously and I am first in line for that club. Indiana State is up next at home. Let’s enjoy the season and look forward to the playoffs. This team is representing UND, Grand Forks, and it’s alumni very well and I am proud of them. (And if you want to send a quick prayer up for Buck we would appreciate it!) 💚🏈💚🏈💚

@jtwatkin @AilsDay @stephaniethum @mentalmarketer @rnanjad @tanujdiwan @whtsuppbro @CXAccelerator @RoyAtkinson @billquiseng @theccdoctor @seatoncx @sudhbhat @Schulbz @CXBunited @NealWoodson @LeslieO …design their customer feedback strategy around their own plants rather than their critical customers.

Finish this sentence: A company might not be customer-centric if they... #CXQOTD @AilsDay @stephaniethum @mentalmarketer @rnanjad @tanujdiwan @whtsuppbro @CXAccelerator @RoyAtkinson @billquiseng @theccdoctor @seatoncx @sudhbhat @Schulbz @cxbunited @NealWoodson @leslieo

@jtwatkin @stephaniethum @CXAccelerator @RoyAtkinson @theccdoctor @esmancuso @mattberan @CXpert @AilsDay @mentalmarketer @jeanniecw @adamtoporek @NealDlin #cxqotd

A Happy Friday #CXQOTD for Sept 8: In a GIF, what's your response every time a person or brand confuses customer service for #CX? @stephaniethum @CXAccelerator @RoyAtkinson @theccdoctor @esmancuso @mattberan @CXpert @AilsDay @mentalmarketer @jeanniecw @adamtoporek @nealdlin

@stephaniethum @jtwatkin @jimtincher @stacysherman @tanujdiwan @MarshaCollier @jonluciano @scottdraeger @KateNasser @sustainableguy @mattberan @MattLyles @kkmett @RussLoL @Hyken @deniseleeyohn Agreed - I’d be afraid that my feedback would be chalked up to a raving lunatic even if my complaint was legit! (Maybe I’m just less foul-mouthed but no less raving lunatic?)

The #CXQOTD for Aug 15: Do you still listen to profanity-laden customer feedback? @EJEngwall @jimtincher @stacysherman @tanujdiwan @MarshaCollier @jonluciano @scottdraeger @KateNasser @sustainableguy @mattberan @MattLyles @kkmett @RussLoL @Hyken @stephaniethum @deniseleeyohn

The #CXQOTD for Aug 16: How do you handle solicitors when working from home? @djksar @bschwartz @justinmrobbins @sherikendall @NealDlin @surveyguru_bc @esmancuso @JoshRaps @brianrweber @RoyAtkinson @mikeaoki @DarrenPrine @Jakepryszlak @L_Meinhardt @luismelo78 @NaimaMwina

@jtwatkin @mattberan @djksar @bschwartz @justinmrobbins @sherikendall @NealDlin @surveyguru_bc @esmancuso @JoshRaps @brianrweber @RoyAtkinson @mikeaoki @DarrenPrine @Jakepryszlak @L_Meinhardt @luismelo78 @NaimaMwina Can we have it linked to our online calendars so the illumination is automatic?

@mattberan @djksar @bschwartz @justinmrobbins @sherikendall @NealDlin @surveyguru_bc @esmancuso @JoshRaps @brianrweber @RoyAtkinson @mikeaoki @DarrenPrine @Jakepryszlak @L_Meinhardt @luismelo78 @NaimaMwina Haha. I'm sort of picturing something like a "no vacancy" sign when the "no" can be illuminated as needed. #CXQOTD

@jtwatkin @djksar @CXAccelerator @jennysuedempsey @LeslieO @avdingus @mentalmarketer @sustainableguy @mattberan @JuliaAhlfeldt @CXpert @kkmett @mikebowers @NealDlin @surveyguru_bc @esmancuso @symaahmed @RoyAtkinson I do my best to be somewhere near Lake Superior in Northern Minnesota. Thanks to my in-laws I have a sweet spot to do just that.

The #CXQOTD for Aug 4: How do you stay cool on hot days? @djksar @CXAccelerator @jennysuedempsey @EJEngwall @LeslieO @avdingus @mentalmarketer @sustainableguy @mattberan @JuliaAhlfeldt @CXpert @kkmett @mikebowers @NealDlin @surveyguru_bc @esmancuso @symaahmed @RoyAtkinson #cx

It’s the event you’ve all been waiting for: Elko Baseball Fan Appreciation Day! Express at 2:00 vs. Dundas Chuggers (35+) at 5:00 Railcats (50+) at 7:00 Frederickson Field Concession specials and great fun on a beautiful day for baseball!

@BallySportsNOR I’ve got no video, only audio, for the @Twins game on right now. Is this a @GetSpectrum issue? Tried multiple cable boxes in my house. All other stations are fine.

Great leaders create more leaders. #leadership #mindset

Podcast fans... what are you listening to?

@CXpert @LukeCXEX @ebanful @mentalmarketer @theccdoctor @kkmett @DebbieSzumylo @esmancuso @jamesnathan Working from home (short commute!) my podcast consumption is lower than it used to be, but: CX: All Things Considered CX from @innovative_cx Future Trends & Innovation: @12Geniuses from @MacPherson_D General Interest: Death, Sex, and Money (@deathsexmoney) from @annasale

Today's #CXQOTD: what's a good podcast you've been listening to lately? Doesn't have to be #CX related. If you're enjoying it, I want to hear about it. @LukeCXEX @ebanful @mentalmarketer @theccdoctor @kkmett @DebbieSzumylo @esmancuso @EJEngwall @jamesnathan

@jtwatkin @SandipKrGupta 1) Make sure the #VoC content is linked to organizational goals. 2) Get feedback from the customers that matter most. 3) Have clear processes and accountabilities for sharing results, planning and executing actions. 4) Present actions + outcomes to leaders, not just the data.

How do we ensure that our #VOC program and data make an impact in our organizations? Great question by @SandipKrGupta #CXQOTD

@SandipKrGupta I don't often go out of my way to praise or complain to others about an experience I've had as a customer. I'm much more likely to deliver the complaint (rare) or praise (more common) directly to the product or service provider. Give the feedback to the ones that need it most?

What kind of experiences do you usually share based on your experience with the brand? (Please share so that we have a max contribution, engagement, and better results 🙂) Do share the rationale via comment.

@jtwatkin @sustainableguy @mattberan @RussLoL @NealDlin @esmancuso @RoyAtkinson @mikeaoki @SandipKrGupta @billquiseng @JeremyHyde_ @StossInSupport @GregOrtbach @adamtoporek @dbeaumont266 I'm not in the contact center world, but I'd bet big that customer-facing people are reluctant to reward a customer's bad behavior. Let's be honest: compensating customers is about retaining their business. Are nasty customers likely to be loyal ones? I suspect not. #CXQOTD

The #CXQOTD for May 3: Are you more likely to compensate a customer if they ask nicely? @sustainableguy @mattberan @RussLoL @NealDlin @esmancuso @RoyAtkinson @mikeaoki @SandipKrGupta @billquiseng @JeremyHyde_ @StossInSupport @GregOrtbach @adamtoporek @dbeaumont266 #cx

@jtwatkin @LeslieO @jimtincher @TheTimHayden @justinmrobbins @sustainableguy @jennysuedempsey @MattLyles @kkmett @deniseleeyohn @NealDlin @symaahmed @rednishat @Schulbz @jameson155 A colleague has said - when things go wrong, customers don't really care why, they just want resolution. While not always true, too often the explanation is perceived as an excuse. Getting to the root cause, taking corrective actions and communication restore customer confidence.

@jtwatkin @LeslieO @jimtincher @TheTimHayden @justinmrobbins @sustainableguy @jennysuedempsey @MattLyles @kkmett @deniseleeyohn @NealDlin @symaahmed @rednishat @Schulbz @jameson155 Absent communication, people make stuff up. What we make up is almost always worse than reality. You heard nothing at all until the fix was in process. Customers want to know: 1) You heard me. 2) You're working on it. 3) You have a solution. 4) You care if I think it's resolved.

The #CXQOTD for Apr 24: Are you happy with resolution or do you also need an explanation? @EJEngwall @LeslieO @jimtincher @TheTimHayden @justinmrobbins @sustainableguy @jennysuedempsey @MattLyles @kkmett @deniseleeyohn @NealDlin @symaahmed @rednishat @Schulbz @jameson155 #cx