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 >>>Category Archives: Leadership
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 >>>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...
Read More >>>Empowerment: How Much Guidance Is Too Much – Or Not Enough?
If you want to bring out the best in your team, empower them to make...
Read More >>>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine...
Read More >>>AI in Customer Service: The Nifty 9
When it comes to using artificial intelligence, many organizations just jump in and automate what they can, but those with the best service start first...
Read More >>>Prepare Your Contact Center for the Future
Megan Jones, Editor at Call Centre Helper, recently interviewed me to discuss the habits every leader should adopt to succeed in planning ahead. The article...
Read More >>>The Psychology of Queues
From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or...
Read More >>>Better Service at Lower Costs? Yes, It’s Possible
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business...
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