The most successful leaders don’t rely solely on data to tell them what’s happening. They...
Read More >>>What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Equipping Your Agents to Be Customer Advocates
Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...
Read More >>>Execute a Voice of the Customer Strategy
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...
Read More >>>Embarking on new customer experience initiatives? Avoid common pitfalls
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a...
Read More >>>Customer Service Excellence
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...
Read More >>>5 Universal Customer Frustrations
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...
Read More >>>10 Components of a Customer Access Strategy
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you...
Read More >>>Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our...
Read More >>>Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers...
Read More >>>Three Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs...
Read More >>>Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is...
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