Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent...
Read More >>>Tag Archives: leadership
Top Leadership Competencies
Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders...
Read More >>>Don’t Leave Culture to Chance
The Highest Level of Leadership
As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had...
Read More >>>Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....
Read More >>>Aligning the Organization to Deliver the Best Possible Customer Experience
Customer Advocacy: An Essential Ingredient
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...
Read More >>>Great Customer Service on a Shoestring Budget
The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen...
Read More >>>The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant...
Read More >>>Cultivating a Customer-Focused Culture
The number one key to sustaining great service is culture. The culture of doing the daily hard work to focus on what’s best for customers....
Read More >>>12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately,...
Read More >>>10 Things Senior Leaders Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill...
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