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 →

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 →