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 Peter Drucker points out in his landmark book, The Discipline of Innovation, is the “effort to create...
Eliminate the most damaging customer service frustrations
The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s difficult to get customer...
Practice seeing things from your customer’s perspective
The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand and experience the organization— and its products, employees and...