Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any level. I hope it will help identify how to deliver an experience that customers will remember and why each person,...
Why Is It Getting Harder to Be a Good Customer Service Leader?
Many customer service leaders today are scratching their heads and wondering why it feels like it is harder than ever to be effective as a customer service leader. Why is that? What is making it more difficult to meet the expectations of customers? Why does it feel...
What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that...
CX in the Wild: Shaping Exceptional Journeys
A big thank you to Dennis Wakabayashi for inviting me to his podcast, “CX in the Wild.” It was a pleasure to spend some time talking with him. In this episode, I reflect on the digital revolution of the 2000s and its impact on customer service, emphasizing the need...