Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can use to help tell customer stories in this video from my LinkedIn …

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Collecting structured and unstructured customer feedback

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a business intelligence tool, or perhaps something homegrown. I’ve seen many different approaches work. As you select the best …

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Three Immutable Laws of Contact Centers

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well. Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” The immutable laws from Managing …

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The biggest barrier to improving customer experience

Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right employees and the uncertainties created by an evolving pandemic that has gone on far longer than most predicted—these issues are front and center for every leader. But the real concern for most runs deeper: delivering …

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