Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback. Learn more about 5 steps to managing customer …

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Build a Brand Advocate Pyramid

Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your organization. As you think through the many possible alternatives for engaging with both passive and active advocates, I encourage you to develop what some refer to as a brand advocate pyramid. Begin with four levels …

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Want engaged employees? Create a supporting culture

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” As …

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Customer Experience ROI: Risks of Inaction

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories of considerations: returns and risks. Five each, for a total of ten considerations. Let’s begin …

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