customer relationships Archives | Joellyn Ferguson

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Leadership: A Question of Accountability

When I opened the Wall Street Journal, the headline “Wells Boss Says Staff At Fault for Scams” jumped out at me. The article provides insight into accountability in the recently revealed scandal at Wells Fargo, where enterprising employees opened millions of fake accounts in customers’ names in order to meet aggressive cross-selling targets. Wells Fargo […]

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Newsflash: Customers Don’t Want to Be Delighted

It’s true, and I’m here to set the record straight on customer delight. Yet another newsletter touting the benefits of customer delight landed in my inbox this morning. When I saw it, my brain silently shouted, “Stop!” Delight is a popular idea, but embracing it could actually be harmful for your business. Why? Because delight […]

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