A Humbling Lesson in Customer Experience

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable. So, I spent a lot of time underneath the floors of corporations and hospitals and other buildings. Much of my days were spent with a headlamp, crawling through dark spaces, squeezing past utility pipes and …

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Gathering Frequent Employee Feedback

The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes, products and customers more than your employees. Those closest to the work know it best. Annual employee surveys and exit …

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Want to improve customer service? Look at your processes

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark. But it’s the underlying processes where the real improvement opportunities are. Learn more in this video from my LinkedIn Learning …

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