In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...
Read More >>>Category Archives: Leadership
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...
Read More >>>What Do Customer Service Leaders Need to Know About Customer Queues?
Queues are something we would all rather avoid. Yet, as customers, there we are standing...
Read More >>>Are We There for Our Customers When They Need Us?
CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior...
Read More >>>Be Bold in Doing What’s Right
When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit...
Read More >>>6 Traits of a Customer-Focused Culture
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...
Read More >>>Employee Engagement: The Key Driver and 4 More
The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this...
Read More >>>A “safe” CX strategy may be dangerous
You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...
Read More >>>Listening to the Voice of the Customer
The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and...
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