Tag Archives: leadership
Leaders Need to Spend Time on the Frontline
Recent WebTV Interview on Customer Service Trends
Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and...
Read More >>>Don’t Leave Culture to Chance
Boosting the Strategic Value of Your Customer Service Operation
The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks
The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a...
Read More >>>The Demand for Our Time Leads to Disengagement
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors...
Read More >>>Making Good Decisions
One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong...
Read More >>>Want to Deliver Consistent Service? Build a Customer Access Strategy
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Secrets to Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees...
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