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Blog
Mark Slatin
2 min read
What PPP Taught Us About CX
The Paycheck Protection Program (PPP), which provided relief to small businesses during the COVID-19 crisis, was implemented quickly and...
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Mark Slatin
1 min read
On a Personal Note: Sunrise, Sunset. Swiftly Fly the Years
How do you think about time? I love beautiful street clocks like this one. As I appreciate its beauty I'm reminded that as I get older,...
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Mark Slatin
3 min read
How can executive listening drive customer loyalty?
The other day I called a contact center. Maybe you've had a similar experience? "Hi I'd like to speak to the person who handles billing."...
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Mark Slatin
5 min read
Your CX North Star: The 2 Pillars That Drive Consistency
“Mrs. Jones,”a long term customer, had just lost her husband after 54 years of marriage. To express condolences, the banker who knew the...
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Mark Slatin
3 min read
Good to Great Companies Bow to NPS Leaders: 3 Keys to Building a Customer-Loved Brand
How would top brands measure up based on customer loyalty rather than traditional financial measurements? Fred Reichheld (Bain Consulting...
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Mark Slatin
3 min read
The Holy Grail of CX in the C-Suite
Various traditions describe the Holy Grail as a cup, dish, or stone with miraculous powers: providing eternal youth, or sustenance or...
134 views2 comments
Mark Slatin
5 min read
What’s under the hood? 5 keys to a CX engine that creates raving fans.
As a teenager, one group of my friends were into “muscle cars.” They would often compare engines between their Firebirds, Cameros, and...
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