Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for...
Read More >>>Category Archives: Customer Relationships
CX Leadership: 3 Questions to Ask Yourself
There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new...
Read More >>>A Fascinating Time for CX
Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about...
Read More >>>Voice of the Customer: As Essential as Oxygen
Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process...
Read More >>>A CX Goal: Universal Participation in Product and Service Innovation
The world is changing, customer expectations are evolving so innovation is the heartbeat of customer...
Read More >>>Customer Experience Transformation: Failure Is Not an Option
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in...
Read More >>>Don’t Guess at Staffing: Proven Methods for Your Contact Center
How many people do you need to handle the customer workload on a Monday morning...
Read More >>>Future-Proof Your AI-Powered Customer Service
AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do...
Read More >>>Stories from the Field: Aligning Service and Mission
Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1...
Read More >>>Use Metrics and Analysis to Drive Innovation
Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements....
Read More >>>What Is Good Service? Customer Perceptions Keep Changing
The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...
Read More >>>Building Trust and Empowerment with Customer-Focused Coaching
Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately,...
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