Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...
Read More >>>Tag Archives: customer relationships
Build the right skills, knowledge, and leaders
When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...
Read More >>>A Humbling Lesson in Customer Experience
One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....
Read More >>>Gathering Frequent Employee Feedback
The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people...
Read More >>>A Structured Approach to Customer Advocacy
Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing...
Read More >>>Drive Innovation with Convenience Design
One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...
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 happens and collecting and analyzing feedback from many customers...
Read More >>>Build a Brand Advocate Pyramid
Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your...
Read More >>>Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
Read More >>>Customer Experience ROI: Risks of Inaction
One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks...
Read More >>>Tell your customer’s story
In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...
Read More >>>The biggest barrier to improving customer experience
Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right...
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