In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...
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Calculating referred customer value
Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to...
Read More >>>The importance of effective service strategy
Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...
Read More >>>Cross-functional benefits of customer advocacy
Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the...
Read More >>>What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Execute a Voice of the Customer Strategy
Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...
Read More >>>10 Components of a Customer Access Strategy
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you...
Read More >>>Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers...
Read More >>>Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is...
Read More >>>Clarifying customer experience responsibilities
An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving...
Read More >>>Establishing Your Customer Feedback Goals
Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six...
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