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 at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To...
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 their own decisions, and then back it up with the right amount of direction and support. But how much guidance do employees need? Watch several scenarios in this video from my LinkedIn Learning...
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 and foremost with customer needs and expectations and use them to guide decisions. These organizations are giving...
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 invisible. Visible queues refer to any situation where customers know where they are in line. With invisible...