The Customer Experience Sixpack
Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience leaders. We’re not talking about drinks or abs—these are the six underlying and most basic dynamics at...
Developing Your Service Strategy
Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific...
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 cases those working on strategy will either under or overestimate the level of effort required by the...