7 Characteristics of Customer Advocacy: A Self-Assessment
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out of...
Managing Perceptions When Capacity Is Limited
What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats in the restaurant. The ski lift line, parking spots, checkout lanes are all finite. So what can you do? ...
Four Words That Changed My Views
It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr. Deming was a pioneer in the quality movement. I asked him, “What’s one thing you’d change in any organization?” His four...
Evaluating CX Improvement Initiatives
How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is a training program that you know will bring...