In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
Read More >>>Category Archives: Organization and Culture
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...
Read More >>>Being available for customers
One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail...
Read More >>>Good Governance Boosts Customer Experience Innovation
The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound...
Read More >>>7 Ways to See Your Business from Your Customers’ Perspective
The most successful leaders don’t rely solely on data to tell them what’s happening. They...
Read More >>>What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Equipping Your Agents to Be Customer Advocates
Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...
Read More >>>Customer Service Excellence
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...
Read More >>>Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our...
Read More >>>Want to Deliver a Great Customer Experience? Give Your Employees a Voice
When you think about customer experience, what comes to mind? For most people, the answer...
Read More >>>Two types of quality standards for employees
Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get...
Read More >>>Employee Experience: The Cornerstone of Customer Experience
Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the...
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