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 >>>Category Archives: The Edge of Service
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...
Read More >>>Take a Moment and Be Inspired
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some...
Read More >>>Three Major Customer Service Trends
We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you...
Read More >>>The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World
The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always...
Read More >>>The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement
The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe...
Read More >>>The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m...
Read More >>>The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
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