Leading the Customer Experience

Embarking on new customer experience initiatives? Avoid common pitfalls

Sep 17, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

“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 fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...

Eliminate the most damaging customer service frustrations

Jul 1, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Research/Statistics

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...

Employee Experience: The Cornerstone of Customer Experience

Jun 3, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any...

Customer experience is both far bigger—and much smaller

May 20, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the...