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Call Center Study: Why Businesses Don't Answer the Phone
An original call center study of 4,000 service businesses found 82% don't answer their phone live, and AI answering systems only connect a caller to a real human 7% of the time. See the full study and... ...more
customer service fail ,Customer Gettin' &Customer Experience
June 20, 2026•8 min read
Why Disney Has Never Apologized for Being Expensive, And Why You Shouldn't Either
A 1976 Disney research report proves what most businesses refuse to do: know exactly who you serve. Disney built a 83% return rate on that knowledge. Here's what it means for your pricing, your client... ...more
Customer Experience ,Disney Business Lesson
June 14, 2026•6 min read
Moment Zero: The 60-Second Window That Determines Whether Your Clients Stay Forever or Drift Away
American businesses spent $100 billion a year for 13 years on CX. Satisfaction scores didn't move. The fix isn't a platform or a chatbot. It's the 60-second window after a client says yes. I call it M... ...more
Customer Keepin' ,Customer Experience
May 31, 2026•12 min read
