Category Archive for "Jeremy Watkin"


A Blueprint for Getting and Keeping Customers (Hint: Make it Ridiculously Easy)

Share this article: In November of 2017 I aired out my grievances about a terrible tire buying experience and concluded the post by saying that I’d follow up after my next experience. As it so happens, I (thankfully) haven’t had...
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Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Share this article: This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach...
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4 Guidelines for Switching Channels Without Aggravating Customers

Share this article: I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted...
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Seeing Things From Another Perspective

Share this article: I thoroughly enjoy running and have been doing so for more than a decade. I don’t participate in nearly as many races as I used to but still manage to hit the road for an hour or...
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3 Observations From My Man Crates Experience

Share this article: I recently received a gift — but not just any gift. It was a Man Crates. Have you ever heard of these folks, because I hadn’t? Allow me to share about my experience. I received a box...
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4 Tips for Using Slack to Improve Contact Center Communication

Share this article: This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately...
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When Friendly Customer Service is Secondary

Share this article: Shortly after moving to Eugene, Oregon I discovered that the Willamette Valley, which stretches from Portland to Eugene and sits between the coastal and Cascade mountain ranges, is the grass seed capital of the world? Seriously, grass...
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My Understanding of AI in CX so Far. Things Could Change!

Share this article: This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include...
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I Can’t Believe You Cut Me Off!

Share this article: It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses...
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Surprise! Making Customer Birthday Experiences Stand Out

Share this article: My son and I have birthdays a few days apart in January and I always love observing what various companies do to recognize us on our special days. My son’s information isn’t plastered all over the interwebs...
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