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 LinkedIn Learning course “Customer Service: Managing Customer Feedback.” Establishing your goals from Customer Service: Managing Customer …

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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, backgrounds and skills. Success depends on creating an engaging environment and bringing out the best in everyone who …

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Motivating Your Team: The Role of Rewards and Incentives

Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. If you’re considering a team-based reward incentive initiative, this video has some important recommendations. Learn more …

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Principle #6: Improvements Must Be Ongoing

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? Here are eight criteria that can help you make that decision: SAFETY: Customer safety should always be the top priority. …

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Creating Customer Advocates

Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with and part of the same efforts you’re putting into motion internally to improve customer experiences. Connecting and engaging with advocates is a strategic decision. It takes leadership to define its importance, and how you’ll approach …

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Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this information is captured, identified, assimilated and turned into usable knowledge, it can literally transform an organization’s ability to identify and meet customer expectations. I love discovering …

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Three Overarching Levels of Value in Customer Service

As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get great service tell others, so that’s like free marketing, right?” And someone else may suggest that service is a way …

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Principle #4: Fix Root Causes to Make Lasting Improvements

Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been fixed is that it doesn’t recur, or its frequency is reduced dramatically. Without an …

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Customer Service Strategy: Avoid Common Pitfalls

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies. You can …

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Principle #3: The Process Is Where the Leverage Is

The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an organization. A process is a “system of causes.” (Note: in the context of quality and process improvement, “system” refers to the system of causes or processes, not a technology.) Every organization is an expansive system …

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