Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get...
Read More >>>Monthly Archives: June 2021
Practice seeing things from your customer’s perspective
The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’...
Read More >>>Clarifying customer experience responsibilities
An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving...
Read More >>>Employee Experience: The Cornerstone of Customer Experience
Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the...
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