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3 Challenges to Improve CX from the Inside Out

There are ways to change the experience for your customers and employees alike for the better. There are even plenty of ways you can improve things today. Yet when we are working day after day on the same set of projects and goals, it can be easy to become a little complacent about what customers [...]

Don’t Forget to Map the Employee Journey

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked [...]

5 Ways to Get Better Customer Feedback

It may be common knowledge now that hearing from customers about what they really want and need from your organization is a key component to a successful customer experience. And while sending a survey once a quarter asking a few basic questions might be enough to pat yourself on the back, it's not enough to really understand your [...]

By |October 20th, 2016|Best Practices / Metrics, Customer Experience|

How to Build Customer Loyalty

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment - "What gets measured gets managed."  I've seen it proven true time and again.  If you focus on NPS scores, they go up. Whether customers are actually happier is a different question. But by focusing [...]

By |July 7th, 2016|Best Practices / Metrics, Customer Experience|

Go and See for Yourself

I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System, which comprises Toyota's management philosophy and best practices. While they are management principles/concepts, they apply not only to the employee experience but also to the customer experience. Let's look at some background and definitions first. [...]

Stress in the Contact Center and What You Can Do About It

Anyone who has ever worked in a contact center knows stress. Being a workforce manager is like working in a never-ending game of tug-of-war – and you’re the rope! Operations managers expect perfect service levels, while training managers and supervisors expect regular training sessions – and all of this has to be scheduled without negatively [...]

Strengthen Engagement with the Unique Talents of Your Frontline Workforce

I continue to be impressed by the Kimpton hotel chain. The staff was nothing short of amazing during my recent stay at their Alexis Hotel in Seattle. For this article, I imagined myself as a “mystery shopper” and engaged with several frontline workforce employees to find out more about their culture. I talked to the front [...]

By |October 1st, 2015|Corporate Culture, Customer Experience|

Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold

Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at a Hampton Inn. I awoke and looked to take a shower when I discovered a problem. My room had no hot water. I dressed and went to the front desk [...]

By |September 24th, 2015|Customer Experience|

Are You Selling Your Customer Service Team?

Global studies tell us that 78% of customers have not made an intended purchase due to a bad customer service experience. Other surveys say we have a 60-70% probability of selling to an existing customer versus less than 20% probability of selling to a new prospect. And another survey reported that only 1% of business-to-business [...]

By |July 14th, 2015|Training / Coaching, Workforce Infrastructure|

Employee Effort: Are They Just Spinning Their Wheels?

There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a away to measure this effort, using the customer effort score (CES). [...]

By |April 23rd, 2015|Workforce Infrastructure|