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 >>>Category Archives: Contact Center
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...
Read More >>>A Strategic Framework for Managing Customer Feedback
Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to...
Read More >>>Improving Quality and Performance in Customer Experience
Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core...
Read More >>>The Leadership Secret to Effective Coaching
In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and...
Read More >>>Build Customer Expectations into Plans and Direction
Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can...
Read More >>>Keep Your Strategy Current
When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go...
Read More >>>Your Organization’s Personality
Motorcycle company Harley Davidson has incredibly loyal customers. Riders join clubs and wear Harley clothes, and some even have Harley tattoos. Many CEOs and chief...
Read More >>>Customer Advocacy: Harnessing Service and Operations
It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately...
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