Customer experience is both far bigger—and much smaller
Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the...
Establishing Your Customer Feedback Goals
Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my...
Principle #7: Skills, Knowledge and Leadership Make the Difference
What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities,...