Refocus on Customer Advocacy
Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll see, there are two parts to it: Customer advocacy consists of 1) the actions...
Service Level from the Perspective of Customers
For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level can take a big hit in the morning, but if you have staff handling every contact immediately much of the...
The First Pillar of Customer Experience
To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision. This video, from my newest course The 10 Pillars of Customer Experience, will help...
Customer Journey Mapping Tips
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless...