Rallying Support for Customer Experience Investments
An essential step in building momentum and being an effective customer experience leader is making the case for ongoing funding and specific investments. I encourage you to build a cost-benefit toolkit, a repertoire of methods you can draw from to provide an accurate...
The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are those who build an organization, team or department that continues to thrive after they’re gone. Collins’...
Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any level. I hope it will help identify how to deliver an experience that customers will remember and why each person,...
What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that...