Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1...
Read More >>>Goals, Successes, Failures, and the Evolving Consumer Movement
Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome...
Read More >>>Use Metrics and Analysis to Drive Innovation
Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements....
Read More >>>What Is Good Service? Customer Perceptions Keep Changing
The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...
Read More >>>Building Trust and Empowerment with Customer-Focused Coaching
Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately,...
Read More >>>Engaging Your Team: Leadership Principles for Lasting Success
Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on...
Read More >>>Counting What Counts: Pitfalls of Service Metrics in Customer Service
In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William...
Read More >>>The World Needs CX Leaders
Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise...
Read More >>>Engaging with Customers Who Are Brand Promoters
Customers who are active promoters are demonstrative and outgoing about your brand. They’re eager sharers. They converse with you and appreciate and expect recognition in return. They convince others...
Read More >>>An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...
Read More >>>Acting on Feedback: 8 Criteria to Determine What Actions to Take
When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company,...
Read More >>>How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center...
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