Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision. In my recent LinkedIn Learning...
When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...
In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows what the mission...
Contact centers have enormous potential to provide departments across the organization with valuable insight and support. This can include input on customers, products, services, and processes—information that, when captured and used, can transform your...
Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some...
