Keynote Speaker, Strategic Advisor, Bestselling Author, and Podcast Host on modern B2B growth. 2 children, 1 dog, and a wife I don't deserve.
Joined May 2010
- Tweets 8,120
- Following 1,471
- Followers 3,810
- Likes 8,997
1,009 Photos and videos
14h
Checked luggage with @united into IAD... order a pizza from offsite delivered to the terminal before they deliver luggage. It's been horrible for years. Currently waiting 1hr. No movement. #CustomerServiceFail
They went from my preferred airline to last choice
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24 Nov 2025
Update - Finally got a great rep @Xerox who swiftly took care of the issue with an outcome that is better than what I requested. Nice work!
12 May 2025
I remember when @Xerox had great customer service. My new printer came with toner that wasn't full. 6 phone calls and hours later, still no resolution. Shouldn't it be easy to send replacement toner?
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17 Jul 2025
Pro Tip: When you create a bad #CustomerService experience, you can make a remarkable recovery OR, you can make a bad situation worse like @AmericanAir just did. They should invest in education with @thejoeycoleman or @jaybaer
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12 May 2025
I remember when @Xerox had great customer service. My new printer came with toner that wasn't full. 6 phone calls and hours later, still no resolution. Shouldn't it be easy to send replacement toner?
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18 Apr 2025
Arrived over an hour ago on @united into Dulles airport. Still no golf clubs. They wonder why I switched to @AmericanAir. Bad service.
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11 Dec 2024
I was considering switching to @AmericanAir - not now. Canceled flight claiming weather. Other airlines are fine. They wouldn't switch to another carrier to get home. They'd rather spend more and piss of the customer than move the ticket. Horrible #cx
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4 Aug 2024
What's up @AmericanAir ? You chose to use the original inbound aircraft for a different flight. I'm guessing this flight won't depart BEFORE the inbound flight arrives.
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19 May 2024
Only @united takes longer to deliver bags to baggage claim at Dulles than it takes to fly here.
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29 Mar 2024
If you want to create the worst possible #CX experience, just emulate @verizonfios @VerizonSupport. Newly upgraded service is not working and getting competent support is impossible.
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29 Mar 2024
🎙️ Scaling to billions wasn't luck—it was strategy. I'm on the Duct Tape Marketing Podcast talking about aligning sales & marketing, mastering the sales process, and the tech that brings it all together. youtu.be/ylG0cVZWmSA?si=mq8p…🚀 #SalesStrategy #GrowthMindset #SameSideSelling
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Ian Altman retweeted
4 Mar 2024
Transhumanism is so over. Wrinkles are so back.
NEW from Rachel Altman:
thenewatlantis.com/publicati…
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9 Feb 2024
How many follow up calls is too many? Should I call, text, or email? How do I make my call something someone wants to reply to?
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2 Feb 2024
What should you say to people who are already working with another vendor? Hint: it's NOT "hey the vendor you're working with is wrong for all the following reasons."
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26 Jan 2024
How should you follow up with people when you take a break?
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19 Dec 2023
Are you guilty of sending emails you wouldn't read yourself?
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12 Dec 2023
Here's the secret that top sales performers know that ordinary ones just don't.
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5 Dec 2023
Top performers focus on results. If you don't differentiate yourself, clients will only focus on price and force you to drop margin. The key is to do the upfront homework to showcase your differential value over competitors, using tools like the Client Vision Pyramid.
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