One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....
Read More >>>Category Archives: The Edge of Service
The best way to improve employee engagement
When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...
Read More >>>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...
Read More >>>Everyone has a role in customer experience innovation
The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late...
Read More >>>The Edge of Service: Principles of Effective Budgeting
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they...
Read More >>>When Building Your Brand, Be Yourself
In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...
Read More >>>How Customer Service Drives Innovation
Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife...
Read More >>>Tech Leadership – For Non Techies
There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and...
Read More >>>How Effective Is Your Service Strategy?
On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...
Read More >>>The Highest Level of Leadership
As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had...
Read More >>>Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%....
Read More >>>Customer Advocacy: An Essential Ingredient
Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way...
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