Counting What Counts: Pitfalls of Service Metrics in Customer Service
In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned,...
The World Needs CX Leaders
Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise above all others—including one that may seem counterintuitive. 1. This is a unique journey One reason effective...
Engaging with Customers Who Are Brand Promoters
Customers who are active promoters are demonstrative and outgoing about your brand. They’re eager sharers. They converse with you and appreciate and expect recognition in return. They convince others to try your products or brand, and they’ll try new or...
An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which...