Leveraging technology for improved customer experience
With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into focus. Some improvements will be incremental — small wins here and there — and others will be more sweeping. In some cases, you might even...
Avoiding pitfalls when managing customer feedback
There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing customer feedback must be action-oriented. You must do something with it. Too often, organizations miss...
7 Ways to See Your Business from Your Customers’ Perspective
The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers...
What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well beyond those who formally report to you. You may be asking yourself, how on earth can I get people to do things they may not want to do? But...