Morris Pentel

Learn how to understand customer emotions #personas #journeymapping #cxdesign #CXChat #CX #CustomerExperience cxfo.org/single-post/20…

@CxExcellence @MyCustomer It’s a bad system and a clear indicator of a major culture failure

@MyCustomer Tools or Systems don’t make up for a lousy culture. The main problem with NPS is organizations not applying it correctly. The same would happen with any new metric. Don’t fix the tool, fix the culture!

Guru proposes new CX metric to replace NPS - will it prove popular? ow.ly/j69650LIf4E #NPS #customerservicemetrics #customerexperience #custexp #CX

@CxExcellence @MyCustomer This is not a guru because NPS is flawed so badly it is a scam. Asking me to turn thought into numbers so you can turn it back into information is mad. Interaction analysis is science NPS is an industry scandal

@MyCustomer @ColinShaw_CX Because of poor performance and poor metrics?

My CX key performance indicators are not moving! Why? ow.ly/8h9S50LzGrW #cxmanagement #NPS #customerexperience #custexp #CX @ColinShaw_CX

Check out my latest article: What is the difference between Employee Experience and Colleague Experience? linkedin.com/pulse/what-dif… via @LinkedIn

@MyCustomer What is the difference between an employee and a colleague? Emotion, commitment and success. If you are thinking about employee emotions great 👍 but if you are thinking about colleagues - better

What are the key emotions in employee experience? ow.ly/H4X150LbAk9 #employeeexperience #customerexperience #custexp

@daraobriain I’ve been a fan of yours for years @daraobriain Do you mean you’re not Canadian???

Was offered these on a menu in Toronto but thought it would be silly to travel this far and just eat such a traditional dish from home.

@AskBrookson 2 callbacks both hung up after 1 ring - PAY ME MY MONEY

Important update, please read: If you have not received this detail please e mail info@brookson-businessadvisors.co.uk and we will call you back or setup a Microsoft Teams meeting to support you. Thank you for your continued support and patience.

@R_Thaler I also recommend the beautiful Paul McCartney book my family gave me. To read his thoughts about the songs and see the hand written lyrics is special to someone who’s first record was their first record like me

If you have time on your hands over the holidays the Beatles doc is long but lots of fun. A bonus: it reminded me of all my best collaborative activities especially with Danny K. Keep riffing and something good might emerge. And if not, still fun! Talking is a research strategy!

The Spanish soccer club Real Betis held a 'toy toss' at a recent match, with fans throwing thousands of stuffed animals and other toys onto the field for children in need this Christmas.

@DocNicola Think you are missing the big picture - you still get ID’ed 👍

Just got IDed in the supermarket for 2 bottles of Ribena - have they changed the ingredients lately?!?! 🤣

@Hyken If the survey is the last impression that would rank as an appalling cx. Bad habits like surveys are part of a bad experience culture in an organization

𝙏𝙝𝙚 𝙨𝙪𝙧𝙫𝙚𝙮 𝙞𝙨 𝙮𝙤𝙪𝙧 𝙣𝙚𝙬 𝙡𝙖𝙨𝙩 𝙞𝙢𝙥𝙧𝙚𝙨𝙨𝙞𝙤𝙣. That is why it’s important that the survey is done the right way. Don’t send the survey too soon. I once received a survey before I even left the property of a hotel I was staying at.

🃏 Did you know that designing fun into your daily routine can improve #teamperformance? Our guest writer, @morrispentel gives us insight into his top tips to improve performance in #customerservice teams. Read on to find out more via the link below 👇 bit.ly/3gNcEQf

Customer Experience Failure @PetsatHome

@PetsatHome Don't use this crap company no service promised collection of a toy on the 13th no toy no information no apology no idea of customer care - shame on you. If I get my order it will still be the last time I ever do business with you

The latest CXDaily.News! cxdaily.news #customerexperience #iot

@danariely How can we use this to save our world from all this insanity

How to get others to register to vote? Induce FOMO! Say: “Everyone’s doing it—go register!” By telling your friends that you and others already registered, they’ll likely be more compelled - It’ll establish that being registered is the norm, and is expected. (Now, go register)