Welcome to Two-Cents Tuesdays...
A newsletter about the CX Journey and turning your moments of truth with customers from Zeros to Heroes!
MOST RECENT NEWSLETTERS
Vol 2. 16 2025-04-22 | The Spa that Whispered Wonder
Vol 2. 15 2025-04-15 | Be a Hero: Start with Birthdays
Vol 2. 14 2025-04-08 | Say My name and mean it
Vol 2. 13 2025-04-01 | A Fool’s Errand: Promising Comfort, Delivering Chaos
Vol 2. 12 2025-03-25 | Lessons from the Garden- the Good, the Bad, and the Ugly of CX
Vol 2. 11 2025-03-18 | EXceptional CX Starts with EX –The True Hero
Vol 2. 10 2025-03-11 | Meddling Through March Madness: Life Goes On
Vol 2. 9 2025-03-04 | Your Customers Won’t Tell You This… But It’s Why They’re Leaving
Vol 2. 8 2025-02-25 | Simplicity: The Ultimate Hero Experience
Vol 2. 7 2025-02-18 | The Day I Became the Zero
Vol 2. 6 2025-02-11 | Snowflakes and Small Gestures: Turning Zero Moments into Hero Moments
Vol 2. 5 2025-02-04 | Psssst…can I offer a suggestion? On giving feedback
Vol 2. 4 2025-01-28 | EXceptional Listening- a Leadership Hero Moment
Vol 2. 3 2025-01-21 | The Ultimate Experience, Your Employees’
Vol 2. 2 2025-01-14 | When Optum was anything but Optimum
Vol 2. 1 2025-01-07 | 5 Ways to Treat Yourself Right- as Your Own Customer
Vol 1.16 2024-12-31 | My CX Banking Hero moment
Vol 1.14 2024-12-17 | Primary Care: A Lesson in CX Zero
Vol 1.13 2024-12-10 | Yuka- Empowering Smarter Choices with Simplicity
Vol 1.12 2024-12-03 | TikTok- The Ultimate CX Playground
Vol 1.11 2024-11-26 | Stone Soup & Building Buy-In
Vol 1.9 2024-11-12 | From Zero to Hero: How Service Desk Became the Heartbeat of the Hospital
Vol 1.8 2024-11-05 | Trading Shoes and Building Legacies
Vol 1.7 2024-10-29 | The Haunted Customer: How the Ghost of Bad Experiences Haunts CX Today
Vol 1.6 2024-10-22 | Finding the Lemonade Stand Inside Us All
Vol 1.5 2024-10-15 | Fine-Print Fiasco: The True Cost of Hidden Fees - Zero Moment
Vol 1.3 2024-10-01 | A Moment of Truth- Zappos: the perpetual Hero, More Than Just Shoes
Vol 1.2 2024-09-24 | A Moment of Truth- Citibank Turns My Misfortune into a Hero Moment!