The Enablers: 3 Essentials for High-Quality Customer Service
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value. Establish the right quality standards for your organization, and you’ll see great things...
The Cost of Recurring Problems
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials. And it...
Prioritize CX Improvements Using 7 Criteria
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter of taking action. The reality is you’ll often face a number of choices when deciding which actions to...
Transform Service Efficiency with Forecast Accuracy and Schedule Adherence
An important part of delivering effective and efficient service is anticipating customer demand, or put another way, forecasting the workload. The beautiful thing about forecasting customer workload is that it encourages you – actually requires you – to...