To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the...
Read More >>>Category Archives: Customer Relationships
6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...
Read More >>>The Customer Feedback Funnel
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...
Read More >>>Contact Center Management on Fast Forward receives Best Customer Experience Books of All Time award
It’s been almost 25 years since the first edition of Contact Center Management on Fast...
Read More >>>Responding to Negative Feedback
Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra...
Read More >>>Champion the Customer: Make It Easy, Make It Happen, Show You Care
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines...
Read More >>>Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy,...
Read More >>>Aligning Service with Vision and Mission
Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
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 occurs and collecting and analyzing feedback from many...
Read More >>>Knowing Your Customers
How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn...
Read More >>>Reframing Customer Service: Three Levels of Value
Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to...
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