What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats...Read More >>>
Monthly Archives: April 2023
Four Words That Changed My Views
It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr....Read More >>>
Evaluating CX Improvement Initiatives
How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is...Read More >>>
What Do Customer Service Leaders Need to Know About Customer Queues?
Queues are something we would all rather avoid. Yet, as customers, there we are standing...Read More >>>