My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any...
Read More >>>Category Archives: Customer Service
Why Is It Getting Harder to Be a Good Customer Service Leader?
Many customer service leaders today are scratching their heads and wondering why it feels like...
Read More >>>What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn,...
Read More >>>CX in the Wild: Shaping Exceptional Journeys
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time...
Read More >>>The Enablers: 3 Essentials for High-Quality Customer Service
Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value....
Read More >>>The Cost of Recurring Problems
I recently traveled to several countries in Asia, with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong...
Read More >>>Prioritize CX Improvements Using 7 Criteria
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter...
Read More >>>Your Work Makes a Difference
We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means...
Read More >>>Transform Service Efficiency with Forecast Accuracy and Schedule Adherence
An important part of delivering effective and efficient service is anticipating customer demand, or put...
Read More >>>Brand Advocates: Keeping the Momentum
Sadly, businesses lose customers who are brand advocates daily. Often, this stems more from neglect than from anything you do. There are important principles for...
Read More >>>Customer Feedback: Innovate, Realign and Read Between the Lines
Managing customer feedback is ongoing. It’s a way of doing business, and you get better...
Read More >>>The Contact Center of the Future’s Role in Customer Experience
Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for...
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