Customer Experience ROI: Risks of Inaction
One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories...
Tell your customer’s story
In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can...
Collecting structured and unstructured customer feedback
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a...
Three Immutable Laws of Contact Centers
There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well....