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Home Archives for Ken Peterson Page 20

Ken Peterson

Ken has 20 years of customer experience research in retail, technology, hospitality, financial services, automotive, SaaS deployments, and CX consultation.

Fix The Process, Not Just The Complaint — Tuesday CX Thoughts

Customers Understand That Processes Break I recently – or not so recently – had an experience where my purchase was […]

Four Ways You Drive Away Customers | Tuesday CX Thoughts

Customer Experience & Expectations We live in a world where many things are commoditized.  One area that a company can […]

Go ahead and sell out — Tuesday CX Thoughts

Overbooking and Overselling Anyone that travels with any consistency has seen it happen, even if not to them. An oversold […]

3 Things Holding Back Your CX – Tuesday CX Thoughts 

Why listening and understanding are not the same thing In a bit of a personal confession, I will simply state […]

Are We Ready for “Normal”? – Tuesday CX Thoughts

Let’s Get This Show On the Road A recent version of the Kiplinger Letter (a weekly business and economic forecasting […]

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