From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or...
Read More >>>Tag Archives: leadership
Better Service at Lower Costs? Yes, It’s Possible
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business...
Read More >>>The ROI of Customer Service: Overcoming Objections
Understanding the value of customer service and how to quantify that value has never been so important. And that’s true for any organization and for...
Read More >>>CX Leadership: 3 Questions to Ask Yourself
There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new...
Read More >>>Boosting Your Contact Center’s Strategic Value
The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact...
Read More >>>A Fascinating Time for CX
Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about...
Read More >>>Voice of the Customer: As Essential as Oxygen
Feedback from customers is like oxygen. Your organization has to have it to survive and thrive. Voice of the Customer, or VOC, is the process...
Read More >>>A CX Goal: Universal Participation in Product and Service Innovation
The world is changing, customer expectations are evolving so innovation is the heartbeat of customer...
Read More >>>Customer Experience Transformation: Failure Is Not an Option
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in...
Read More >>>Stories from the Field: Aligning Service and Mission
Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1...
Read More >>>Goals, Successes, Failures, and the Evolving Consumer Movement
Brad Sugars is one of the world’s most recognized business coaches… and he asks awesome...
Read More >>>Use Metrics and Analysis to Drive Innovation
Metrics are not just there to report past activity. They can and should be used to help identify priorities and initiatives that will drive improvements....
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