Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was...
Read More >>>Category Archives: Leadership
Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
Read More >>>Principle #3: The Process Is Where the Leverage Is
The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an...
Read More >>>Standards for the Service Operation: Quality and Value
Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer...
Read More >>>Root Cause Analysis in Customer Service
When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they...
Read More >>>A Strategic Framework for Managing Customer Feedback
Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to...
Read More >>>Improving Quality and Performance in Customer Experience
Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core...
Read More >>>The Leadership Secret to Effective Coaching
In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and...
Read More >>>Keep Your Strategy Current
When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go...
Read More >>>Your Organization’s Personality
Motorcycle company Harley Davidson has incredibly loyal customers. Riders join clubs and wear Harley clothes, and some even have Harley tattoos. Many CEOs and chief...
Read More >>>Customer Advocacy: Harnessing Service and Operations
It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately...
Read More >>>Empowering Your Customer Service Team
Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By...
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