


Quality Standards for Customer Service: Common Misconceptions
I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...
Build Customer Insight into Your Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who are huge fans of eyewear retailer Warby Parker. Warby Parker is renowned for exceptional...
Effective Customer Service Strategies: 4 Key Factors
As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve...
Responding to Negative Feedback
Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it....