Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll...
Read More >>>Service Level from the Perspective of Customers
For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level...
Read More >>>The First Pillar of Customer Experience
To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision. This...
Read More >>>Customer Journey Mapping Tips
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward,...
Read More >>>Innovation is the heartbeat of customer experience
The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is...
Read More >>>Controlling Contact Center Costs—the Right Way
With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...
Read More >>>Measuring Individual Performance in a Customer Contact Center
Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to...
Read More >>>Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and...
Read More >>>Developing Your Service Strategy
Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...
Read More >>>Do your goals and metrics foster employee engagement?
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...
Read More >>>Quality standards that align with customer experience
Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to...
Read More >>>Justifying Your Customer Service Budget
There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor...
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