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About Author: Marci Reynolds
Posts by Marci Reynolds
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5 Best Practices To Build Trust With Employees
Posted on December 26, 2012 | No CommentsWhen I look back at the successes and challenges of 2012, one of the key concepts that had a strong presence in my day-to-day activities and that I learned a... -
It’s Customer Effort, Not Just Customer Sat
Posted on September 26, 2012 | No CommentsWe spend a lot of time talking about customer satisfaction but a lot less time talking about customer effort. Said another way, how much effort do your customers have to... -
Wow!! Customer Service On My Trip To India
Posted on September 7, 2012 | No CommentsEvery once in awhile we get the chance to witness a feat of incredible customer service that reminds us that the stars are aligned, people are nice and that... -
Not In My Backyard? Check Again…
Posted on July 21, 2012 | No CommentsIt is probably human nature, but when asked about the reason for a dip in performance results, the responses that I often hear are about something or someone else and... -
The Secret To Managing Technical Support Tickets – Think Beyond Support
Posted on May 15, 2012 | 1 CommentThe secret to managing technical support or production support cases/tickets like a Rock Star is to think beyond just support. Here’s what I mean… If you are leading a technical,... -
Lack Of Accountability – A Credibility Killer
Posted on May 8, 2012 | 1 CommentIn my opinion, being accountable is one of the most positive personality and leadership traits. When important things need to get done, you and/or your team state with confidence, “I... -
Show Them The Way – It’s Not Just The SLA
Posted on May 4, 2012 | No CommentsIt’s not all about the SLAs….. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something... -
How Do You Know When To Pick Your Battles?
Posted on April 8, 2012 | No CommentsLately, I have found myself uttering the phrases “we need to pick our battles” often followed by “there are bigger fish to fry” at least once per week- enough to... -
Experience The Pain To Drive Organizational Gain
Posted on March 17, 2012 | No CommentsI recently read the Harvard Business Review article, “Tipping Point Leadership”, which talked about Police Chief Bill Bratton, and how he transformed New York from the city with the highest... -
Don’t Be The Victim Of A Customer Project Handover Gone Wrong!
Posted on March 11, 2012 | 3 CommentsI am a big fan of cop dramas and have watched endless TV episodes of Law and Order, Southland and The Closer, where brave public servants help victims of a...







