As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we...
Read More >>>Tag Archives: LinkedIn Learning
The Seven Factors of Customer Tolerance
Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience....
Read More >>>The Highest Level of Customer Service Leadership
Professor Jim Collins and his team of researchers for the book Good to Great identified what they call Level 5 Leadership. The greatest leaders are...
Read More >>>Championing the Customer in Everything You Do
My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any...
Read More >>>What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy
Understanding what customers want is essential to building an effective customer service strategy. In turn,...
Read More >>>Prioritize CX Improvements Using 7 Criteria
You’re probably familiar with Nike’s slogan, “Just do it.” You know what to do. You have the means to do it. Now it’s a matter...
Read More >>>Transform Service Efficiency with Forecast Accuracy and Schedule Adherence
An important part of delivering effective and efficient service is anticipating customer demand, or put...
Read More >>>The Psychology of Queues
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 >>>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 >>>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 >>>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....
Read More >>>Counting What Counts: Pitfalls of Service Metrics in Customer Service
In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William...
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