You only maximize shareholder value by maximizing customer value.

Hear the story of T-Mobile's risky and successful turnaround as told by @JonFreier, who humbly minimizes his own important role.

RT @JonFreier: Years ago, after seeing a broken system "The Carriers" had created for customers, @TMobile decided to call ourselves "The Un….

Ummmmm. ?

Rewards = Loyalty?. While rewards schemes offer transactional incentives for repeat business (and there’s merit in rewarding loyal customers), it’s crucial we define terms accurately. Labeling rewards as loyalty risks muddling the genuine essence of trust-based loyalty.

Seriously? Does it have an ejector mechanism or something?.#irritants #cxfail #airlines #youvegottobekiddingme

Such humility and honesty from @AndHeckmann. He's a #cx and #CustomerSupport innovator who is driving significant change. You'll love this conversation.

You know something nice about ChatGPT? You can ask for advice on insanely silly things and get a response without judgment. The machine doesn't care. (Of course, the advice isn’t always all that great. But, hey, can’t have everything!).

YES!.

Who belongs on this list?

Frequent flyer rant: Do airlines really not know when planes are going to arrive at gates? I mean, how can it be that there's so rarely an agent available to connect the jetway? After I've flown for 11.5 hours, how do you think it feels to wait another 45 minutes to deplane?.

Next week!!.

Data lakes, CDPs and other static customer databases just don't cut it if you want to achieve personalization at scale.

Hear why @scotiabank decided to "go slow to go fast" in this revealing and honest conversation about their NPS journey and how to earn customer trust.

Outstanding conversation about how to think about even the little things while keeping your eye on customer value.

10. This is what it should look like

9. Send 5 to 10 text messages, push notifications AND automated mobile calls within a few minutes, each alerting passengers to a new departure time that conflicts with the others (some earlier, some later). Make sure SMS arrive out of sequence with the app.

8. Under the false cover of reducing carbon emissions (c'mon, we know it's just fuel cost savings), do not turn on the plane's HVAC system (and thus, its much-touted HEPA filtration) until after the plane leaves the gate and reaches the runway.

7. Announce over and over that there will not be enough room in the overhead for everyone's bags and that this will be a Hunger Games-like battle for space. Then tell later groups, "make yourself comfortable while prior groups board." (Are you serious? "Comfortable"?).

6. Announce boarding for the next group long before the prior group has even finished lining up.

5. Make sure there are many times more passengers in each group than can fit into those short lanes so hordes of anxious passengers in later groups block all earlier groups' passage.