Customer experience transformation is characterized by continuous improvement and change. However, as a discipline, CX isn’t defined by a single methodology that guides all activities....
Read More >>>Category Archives: Organization and Culture
Coaching for High Performance: A Strategic Approach
Strategic coaching is essential to employee engagement and the highest levels of performance. Tactical coaching is focused on specific skills or requirements. By strategic coaching,...
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 >>>It’s Time to Build Your Customer Service Strategy
Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision...
Read More >>>The Power of Employee Engagement
The impact of employee engagement is incredible. Engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according...
Read More >>>Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy,...
Read More >>>Boosting the Strategic Value of Customer Interaction
Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value...
Read More >>>Powerful Lessons in Innovation
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation...
Read More >>>Managing Customer Feedback in Real Time
Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many...
Read More >>>Celebrate—Often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating...
Read More >>>Gallup’s Employee Engagement Bombshell: Why I’m Not Buying It
Gallup’s latest State of the Global Workplace report (2024) finds that 77% of employees worldwide...
Read More >>>Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a...
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