3 Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing,...
The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that. This video, from my LinkedIn...
Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You will want to measure how things are...
Good Governance Boosts Customer Experience Innovation
The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be...