Are your Customer Journey Maps gathering dust?
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, effective way to visually depict a customer’s relationship with your organization. Are your Customer Journey...
Don’t get lost in data! Focus on these 7 Customer Service Metrics
In customer service, we can generate endless reports, often leading to scattered customer service metrics. It can be difficult to focus on the right areas that will build a foundation for consistent and improved service. This video breaks down the seven essential...
Does your customer service strategy drive success?
There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...
“Live” these 5 principles to create a culture of employee engagement.
What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....