Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic...
Read More >>>Principle #6: Improvements Must Be Ongoing
You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range...
Read More >>>Creating Customer Advocates
Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with...
Read More >>>Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value
Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For...
Read More >>>Three Overarching Levels of Value in Customer Service
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 >>>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...
Read More >>>Standards for the Service Operation: Quality and Value
Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer...
Read More >>>Principle #2: Quality and Access to Service Work Together
In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is...
Read More >>>Root Cause Analysis in Customer Service
When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they...
Read More >>>Principle #1: Quality Must Be Based on Customer Needs and Expectations
The need to identify and address customer expectations stems from a widely accepted principle: improvements...
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