When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...
Read More >>>Category Archives: Contact Center
A Humbling Lesson in Customer Experience
One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....
Read More >>>Gathering Frequent Employee Feedback
The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people...
Read More >>>Want to improve customer service? Look at your processes
Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...
Read More >>>From Contact Center to “Insight Center”
Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting,...
Read More >>>Service Metrics for Accessibility and Quality
Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...
Read More >>>The best way to improve employee engagement
When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...
Read More >>>A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing...
Read More >>>Drive Innovation with Convenience Design
One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...
Read More >>>Managing customer feedback in real time
Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...
Read More >>>Build a Brand Advocate Pyramid
Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your...
Read More >>>Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
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