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| Platform |  | Pricing | Freemium | Publishes | Daily |
|---|---|---|---|---|---|
| Issues | 352 | Founded | 5 years ago | Last Issue | 7 days ago |
| Active | |||||
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dcxnewsletter.comLatest Issues
Stop Dogfooding the Happy Path
When every channel has a reasonable explanation, the customer is left carrying the confusion between them.
At 11 a.m., I still didn’t know whether my internet installation was happening.
The appointment had been scheduled for 8. I’d recei...
Your Operating Model Is Showing
Welcome to the DCX weekly roundup of customer experience insights!
Customers rarely see the operating model. They see whether the bus arrived, whether someone helped, and whether the next person knew what was going on.
And why would the...
Your Product Is Charging Loyal Customers an Interaction Tax
A product can become easier to explain and harder to use at the same time.
That’s what happens when a familiar workflow gets “simplified” by people who don’t have to use it hundreds of times a year.
The new interface may look cleaner i...
The Customer Already Told You What Comes Next
Welcome to the DCX weekly roundup of customer experience insights!
Listening is only useful when someone knows what to do, when to act, and what must stay human.
Picture a customer typing, “If this isn’t fixed by Friday, I’m gone.”
The...
The Wait Tells Customers Who You Are
The most honest moment in a customer journey is often the part where nothing appears to be happening
The customer is on hold. Refreshing the delivery screen. Watching a progress bar pretend to be progress. Waiting for a refund, a repair...
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Authors
The writers behind this newsletter.
Building great customer experiences is my passion. Ex-Comcast, Ex-Frontier/Verizon; Author of The Psychology of CX 101
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