As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Category Archives: LinkedIn Learning
Execute a Voice of the Customer Strategy
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...
Read More >>>10 Components of a Customer Access Strategy
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you...
Read More >>>Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers...
Read More >>>Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is...
Read More >>>Harness innovation to deepen customer relationships
When developing a customer service strategy, the final step is to innovate and align. Where are the opportunities to get even better? How do you...
Read More >>>Two types of quality standards for employees
Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get...
Read More >>>Clarifying customer experience responsibilities
An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving...
Read More >>>Traits of Customer Advocacy Success
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have...
Read More >>>Creating Customer Advocates
Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with...
Read More >>>Three Overarching Levels of Value in Customer Service
As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?”...
Read More >>>Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....
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