Today is the Perfect Day to Improve Customer Experiences! (eBook)

Expanded eBook edition. Also available in paperback.

A book about the biggest problem in business that people aren’t talking about… how increasingly customer experiences enabled by technology go absurdly wrong, costing time, money, and the goodwill of customers and employees. Includes a collection of visually compelling true stories of customer experiences gone ridiculously wrong that serve as a wake-up call to organizations’ relying on ill-conceived and poorly executed technology.

Includes Exercises throughout the book to help you think deeper about decisions made throughout the organization and how they impact customers and employees.

Enter the untenable world of "Unpaid Customer Labor" from various industries including banking, healthcare, retail, cable, electricity, and government and long tail of cascading costs for organizations.