There is an epidemic in Corporate America that must be stopped! What is it? The consistent use or misuse of the Reply All function in email. As a result, I believe it should be disabled in ALL email programs. Or, perhaps we need to create a new security function called the Reply All police to crack down on the abusers. When I think of my own email volume daily, I would estimate that a minimum of 20 messages per day are from employees using the reply-all function to respond to a conversation, instead of limiting his or her response to the critical parties. It all startsRead More →

This week I had the opportunity to attend a women’s leadership symposium in Washington D.C. As I reflect back on the content and the speakers, one of the sessions that stood out for me was on power. The word power is often used as a negative, for example, “The zombie queen used her powers for evil instead of good.” or “The politician used his power to hire his friends, instead of the most qualified candidates.” In this session we talked about the different types of power and when having it or using it can be a good thing. At one point the facilitator asked herRead More →

The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, why do we keep treating customer experience (quality, delivery, people) like a cost center? Every other week I drive about 8 miles out of my way to visit my favorite nail salon for a manicure. There are literally hundreds of nail salons all around the area where I live and where I work, and I keep going back to the same place. When I first moved from Boston to Atlanta almost 2 years ago, I tried a number of different nail salons. I read Yelp,Read More →

Are you looking for the most interesting and active Customer Experience thought leaders on Twitter? I have created a list of some of my favorites who share high quality content about retention, support, wow experiences etc., on a regular basis. If I missed anyone, please add his or her Twitter handle to the comments section. I find that Twitter is a fantastic tool to stay up to date on client experience trends and to learn about local and global CX events and conferences.  In addition to following these 15 thought leaders, you may also want to try searching for client experience related key words in the Twitter feedRead More →

I recently attend the Consero Customer Experience Forum in Miami, FL and had a chance to speak with Peter Leppik, the president and CEO of Vocalabs, a company that applies the scientific principles of data collection and analysis to the problem of improving customer service. Vocalabs shared a white paper which recaps its view of the customer service survey maturity model, and I have highlighted some of the key concepts in today’s blog post. I like the maturity concept, because before you can improve the end to end customer experience, you need to understand the current state. In order to understand the current state youRead More →

Before I moved to Georgia, I only flew into the Atlanta airport every once in a while. When I did, I found it a bit scary and overwhelming as this airport is one of the busiest and largest in the entire world. There are people and activities everywhere, and you need to ride the internal train to get from gate to gate. I felt like a tiny spec traveling in the spacious atmosphere of the airport. Now that I live in Georgia, I fly from the Atlanta airport all the time. What used to be an overwhelming experience has now become very comfortable and simplyRead More →

Skills to manage customer escalations need to be part of any successful manager’s toolkit. Google’s Dictionary defines escalation as “an increase in the intensity or seriousness of something; an intensification”.  When customer expectations are not met or they feel that their views have not been heard, it is human nature to want to “intensify” and escalate to the next level. There is a general belief among many customers, that if they escalate to a senior leader, then action will happen faster. However, this is not always the case. Your first priority as a leader is to prevent un-needed escalations from occurring. If the experts closestRead More →

As soon as the session ended, I (one of many proud introverts) politely said good night and made a dash to the elevators to get back to my hotel room. I entered my room, closed and locked my door, sat down and let out a big sigh. Alone at last! What session am I referring to? Just about any work related training session, business conference or planning offsite when I am surrounded by people all day, and my schedule is planned by others. Why do I do this? Because I am an introvert at heart! Introverts have gotten a bad rap over the years. TheyRead More →

Next week I am participating in the Consero Customer Experience Forum with a number of other Customer Experience leaders across industries. As part of the event, I am participating in a panel discussion about the future of customer experience and related trends. We will discuss what customers want and need, and why, now and in the years to come. In preparation for the conference, I completed external research and benchmarking, looking at what customer experience experts have to say. I also considered my own personal experiences and observations. This led to the identification of the following 8 customer experience trends for 2016 and beyond, whichRead More →

As I called out in a blog post I wrote in 2012, “5 Best Practices for Building Trust With Employees”, there is no silver bullet or quick fix that will create a positive, trusting work environment.  Leaders must deliberately set a tone of authenticity and transparency, and one of the best methods to achieve this is via consistent, ongoing and direct communication. Fast forward to 2016, I feel more passionate about this topic than ever before. Even with more than 20 years of leadership experience under my belt, I am still un-pleasantly surprised when managers attempt to leverage “forced fun” or corporate speak to connectRead More →