Renewed Year Customer Experience Focus
A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business? In support of my position,…
Awaken the Force: Six Powerful Commitments for 2016
As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…
Leader of your own Career {Guest Post by Amy Klimek}
The average person will spend over 99,000 hours at work in the course of their lifetime. Knowing that a sizeable portion of your waking life will be spent on the job, it’s important to find something that you enjoy. It’s time to take control of your job and get the results that you want to…
More Freedom Considered for Virgins: Empower Through Trust
Okay, the title may be somewhat misleading, but Richard Branson has announced a policy for a small number of employees at the Virgin Group. Essentially he is copying something that is occurring quite frequently among tech companies in the Silicon Valley and just so happens to be practiced in my company as well. Okay, get…
How to Balance Service Standards with Empowerment
I recently had a conversation with someone who just changed customer-facing jobs. Beyond the dynamics of salary, benefits, and the myriad of other factors that influenced her decision to move on to the next professional opportunity, the way she described her former position stuck with me: “I didn’t like that I couldn’t see customer issues…
How to turn problems into customer loyalty
I recently visited a store to make a return. I suspect that few people relish this particular type of retail encounter – not the employees, not the customers. Both sides often seem prepared for a debate at best and an argument at worst. It is an unexpected relief when the experience is seamless. The product…
Salespeople are the Real Super Heroes
Jeb Blount, author of People Buy You was kind enough to offer a guest blog for your enjoyment this week. I will provide my blog later in the week but am grateful to be able to share Jeb’s thoughts… Let’s get real. The world continues to wallow in an economic malaise where unemployment is high…
Rewarding Complaints – Interview with Gautam Mahtani
Please enjoy this final installment of my interview with Gautam Mahtani, Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam if someone wants to bring you into their organization to assess their strategies for actionable voice of the customer intelligence how would they get in contact with you? What are the phases of that…
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