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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Yearly Archives: 2020

December 30, 2020

Standards for the Service Operation: Quality and Value

Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer...

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December 18, 2020

Principle #2: Quality and Access to Service Work Together

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is...

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December 10, 2020

Root Cause Analysis in Customer Service

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they...

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December 3, 2020

Principle #1: Quality Must Be Based on Customer Needs and Expectations

The need to identify and address customer expectations stems from a widely accepted principle: improvements...

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November 24, 2020

A Strategic Framework for Managing Customer Feedback

Whether your organization’s a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, six steps are required to...

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November 20, 2020

Improving Quality and Performance in Customer Experience

Today’s generation of quality, performance, and customer experience initiatives is building on a rich history. Naturally, new ideas and methods will follow. But some core...

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November 11, 2020

The Leadership Secret to Effective Coaching

In the most engaged teams I’ve seen, there are solid coaching principles at work. But the ultimate leadership secret is to approach training, coaching and...

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November 6, 2020

Build Customer Expectations into Plans and Direction

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can...

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October 23, 2020

Keep Your Strategy Current

When a strategy goes out of date, decisions become fragmented and results begin to suffer. Effective leaders know how to develop strategies that don’t go...

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October 16, 2020

Your Organization’s Personality

Motorcycle company Harley Davidson has incredibly loyal customers. Riders join clubs and wear Harley clothes, and some even have Harley tattoos. Many CEOs and chief...

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October 1, 2020

Customer Advocacy: Harnessing Service and Operations

It’s a smart move and highly recommended for any organization to instill the principles of customer advocacy in the customer service and operations functions. Unfortunately...

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September 18, 2020

Empowering Your Customer Service Team

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By...

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Recent Blogs:

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  • Can agents get work done between customer contacts?
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  • Employee Engagement: The Key Driver and 4 More
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