Quality standards come to life when they guide behavior and enable us to deliver consistent...

March 7, 2018

Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties....

March 5, 2018

Boosting the Strategic Value of Your Customer Service Operation

February 22, 2018

Cultivating Customer Advocates

Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a...

February 15, 2018

Customer Advocacy: Creating the Means to Act

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means...

February 7, 2018

Hiring for Service: It’s Time for a Rethink

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I...

January 31, 2018

Be There for Your Customers Podcast

Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can...

January 24, 2018

Improvements Must Be Ongoing

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...

January 17, 2018

Establishing a Key Performance Indicator

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so...

January 11, 2018

Top Leadership Competencies

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders...

January 2, 2018