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 the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. These discussions reminded me of what Jim Collins refers to as “level 5” leadership—the highest level impact you can have. …

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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%. Typical percent of customers who complain to companies when there are problems—for every 10 complaints, there are anywhere from 200 to 1,000 customers you don’t hear from. (John Goodman, Customer Experience 3.0) Word of mouth …

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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 around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both! Take a few minutes to read this issue (The Edge of Service™ Newsletter Issue 21: …

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Take a Moment and Be Inspired

Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy!  Be sure to subscribe to receive the next issue in your inbox.

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Three Major Customer Service Trends

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. The Edge of Service™ Newsletter Issue 19: Three Predictions for 2017 By any …

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The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer …

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The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If you’re into statistical correlations, you’ll get a kick out of this: the ISS Group found that frontline service employee engagement correlates …

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The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. Gogo is, as of this past week, being sued by one …

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The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course, the number can be misleading, given that many people in developed regions have multiple devices, while others still do not have …

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The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point. You simply look around and take …

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