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When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go out of date. They know how to implement processes and procedures that will keep the strategy current and the...
Make Your Customer Access Strategy Uniquely Yours
What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...
Developing – or Reconsidering – Your Service Strategy
In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This...
“Press 1 for Frustration” Article
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic...