As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?”...
Read More >>>Monthly Archives: January 2021
Principle #4: Fix Root Causes to Make Lasting Improvements
Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was...
Read More >>>Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>Principle #3: The Process Is Where the Leverage Is
The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an...
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