What Is Good Service? Customer Perceptions Keep Changing
The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge....
Customer Service Leadership: Understanding Customer Expectations
An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing? You can explore the answers to these questions in this video below from my newest LinkedIn Learning course...
3 Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing,...