The Customer Experience Sixpack
Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience leaders. We’re not talking about drinks or abs—these are the six underlying and most basic dynamics at...
Justifying Operational Budgets
When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs that result from...
Customer Service Leadership: Understanding Customer Expectations
An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing? You can explore the answers to these questions in this video below from my newest LinkedIn Learning course...
Refocus on Customer Advocacy
Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll see, there are two parts to it: Customer advocacy consists of 1) the actions...