Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately,...
Read More >>>Category Archives: Leadership
Engaging Your Team: Leadership Principles for Lasting Success
Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on...
Read More >>>Counting What Counts: Pitfalls of Service Metrics in Customer Service
In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William...
Read More >>>The World Needs CX Leaders
Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise...
Read More >>>Engaging with Customers Who Are Brand Promoters
Customers who are active promoters are demonstrative and outgoing about your brand. They’re eager sharers. They converse with you and appreciate and expect recognition in return. They convince others...
Read More >>>An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...
Read More >>>How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...
Read More >>>From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...
Read More >>>The Power of Meaningful Work in Customer Service
For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This...
Read More >>>7 Characteristics of Customer Advocacy: A Self-Assessment
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment....
Read More >>>Four Words That Changed My Views
It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr....
Read More >>>Evaluating CX Improvement Initiatives
How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is...
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