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Why We Must Talk To People Not About People

Leadership lessons often come from unexpected places. Some recent events reminded me why we must talk to people not about ...

10 Key Tenets For Customer Self-Service Success

Customer support self-service has been around for many years, but in 2020 is more important than ever before. As Gartner ...

Do Generalists or Specialists Win in 2020?

Over the past 5 years I have had the opportunity to volunteer at two different animal rescue organizations. They both ...

3 Tips For Managing Customer Experience In a Downturn

This week I had the opportunity to attend the webinar “Managing Customer Experience In a Downturn”, led by Bruce Temkin, ...

Call To Action: 3 Musts For Call Centers & Covid-19

The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for ...

Resources to Manage Customer Support in the Midst of Covid-19

If you are leading a customer support team in the midst of Covid-19 you know that the show must go ...

3 Ways AI Will Enhance Your Customer Experience

I recently attended a webinar called “The future of AI (artificial intelligence) in customer service”. Experts at both Zendesk and ...

How To Improve Sense Of Urgency

“Small steps to create urgency have a massive impact.”  This statement really caught my eye in a recent blog post ...

Why Leaders Must Be “ON” All The Time

As a leader do you feel like you are “on” all the time while at work, or interacting with employees ...

8 Tips For More Meaningful Team Building Experiences

It’s time for leaders like us to plan more meaningful, team building experiences for our employees. As a leader in ...

My 10 Year Romance with GoDaddy Technical Support

Many things change, but there are some things that stay the same. One thing that has not changed is the ...

3 Leadership Lessons From My Yoga Teacher Training

Yes! Yoga and leadership do go together! In 2016, after practicing yoga for more than 10 years, I wanted to ...

Why We Overpromise And Underdeliver | Video

Reducing Customer Escalations Video Series, Episode 1 At times, salespeople overpromise and offer things during the sales cycle that the ...

Restraint: A Key To Maximizing Leadership Success

I recently tweeted, “Being a great leader is not always about doing, it is also about restraint. Take the time ...

How To Reduce Customer Escalations – INFOGRAPHIC

Hello blog readers! A few years ago, I published a post on customer escalations called “10 Tips To Master Customer ...

7 Things B2B Customers Demand From Suppliers

The 7 Things B2B Customers Demand From Suppliers Many CX experts predict that by 2020, the customer experience will overtake ...

The Battle Between Activity & Action

It’s become very clear that there is a big difference between activity and action. When you are involved in “activity” ...

Customer Experience Technology… Friend or Foe?

Earlier this week I attended a CXPA Customer Experience networking event and the discussion topic was customer experience technology- how ...

Why No Is The New Yes

Recently I was driving to work and my mobile phone rang. The call was from a salesperson who works for ...

5 Tips To Catapult Employee Engagement During the Holiday Season

As we wrap up 2016, I have a special end of year gift for you! Five tips to catapult employee ...

4 Key Tenants For Positive Customer Experiences

I was recently asked what my personal, key tenants or beliefs are about providing a great customer experience. After pondering ...

10 Best Leadership Communication Posts from 2016

I believe that top notch communication skills are THE most important set of skills that any leader, at any level ...

7 Tricks For Telecommuting Triumph

I am currently involved in an initiative to help motivate and inspire our telecommuter population. This is just over 10% ...

The Evolution Of Doing

How we think about and talk about what we “do” significantly impacts the satisfaction we get from the activity and ...

The Myth Of No Budget, A Corporate America Fairy Tale

Do any of these budget related phrases sound familiar? There is no budget for any more travel this year. There is ...

5 Tips To Stop The “Reply All” Email Madness!

There is an epidemic in Corporate America that must be stopped! What is it? The consistent use or misuse of ...

Using Power for Good, Not Evil – 3 Perspectives

This week I had the opportunity to attend a women’s leadership symposium in Washington D.C. As I reflect back on ...

Rant: Stop Treating Customer Experience Like A Cost Center

The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, ...

15 Customer Experience Thought Leaders On Twitter

Are you looking for the most interesting and active Customer Experience thought leaders on Twitter? I have created a list ...

How Mature Is Your Customer Survey Model?

I recently attend the Consero Customer Experience Forum in Miami, FL and had a chance to speak with Peter Leppik, ...

The GTAA Effect: 5 Secrets For Improving Employee Engagement

Before I moved to Georgia, I only flew into the Atlanta airport every once in a while. When I did, ...

10 Tips To Master Customer Escalation Management

Skills to manage customer escalations need to be part of any successful manager’s toolkit. Google’s Dictionary defines escalation as “an ...

The Quiet Power Of Introverts

As soon as the session ended, I (one of many proud introverts) politely said good night and made a dash ...

Top 8 Customer Experience Trends For 2016 & Beyond

Next week I am participating in the Consero Customer Experience Forum with a number of other Customer Experience leaders across ...

Writing a Leadership Blog to Connect With Employees

As I called out in a blog post I wrote in 2012, “5 Best Practices for Building Trust With Employees”, ...

Marci’s Favorite Listening Phrases

When colleagues communicate with you, do they know that you are listening? A few years ago, one of my peers ...

5 Scary Office Scenes – Operations Cartoon

Based on 20+ years working in corporate america, I have created this fun cartoon with 5 scary office scenes. I am ...

6 Alternatives To Hiring People, To Meet Work Demand

One thing I have noticed throughout my career, is an ongoing business assumption that if we add more people to ...

5 Ways To Become A Complexity Assassin

“I am a complexity assassin” Love it! I was recently on LinkedIn and came across a complete stranger who had ...

The Days of Show & Tell Meetings Are Over

The days of show and tell meetings are over. No, not the show and tell that we did back in ...

Why Fewer Customizations Are Good For Business

Sales wants to add as many customizations as possible, but operations wants sales to sell "what is on the truck" ...

How to inspire employees with touch point leadership

For a number of years I have been involved in initiatives to improve employee morale and engagement, and create a ...

In Praise Of Consistency

In my personal life, I tend to be drawn to consistent experiences. When I want something really good to drink, ...

5 Best Practices To Build Trust With Employees

When I look back at my leadership successes and challenges from the past year, one of the key concepts that had a ...

It’s Customer Effort, Not Just Customer Sat

We spend a lot of time talking about customer satisfaction but a lot less time talking about customer effort. Said ...

Wow!! Customer Service On My Trip To India

Every once in awhile we get the chance to witness a feat of incredible customer service that reminds us that ...

The Problem Is Not In My Backyard. Really? Check Again…

It is probably human nature, but when asked about a business problem or the reason for a dip in performance ...

The Secret To Managing Technical Support Tickets – Think Beyond Support

The secret to managing technical support or production support cases/tickets like a Rock Star is to think beyond just support ...

Lack Of Accountability – A Credibility Killer

In my opinion, being accountable is one of the most positive personality and leadership traits. When important things need to ...

Show Them The Way – It’s Not Just The SLA

It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often ...