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In: Communication Best Practices, Customer Experience

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 →

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In: Communication Best Practices, Customer Escalations, Customer Experience

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 →

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In: Customer Experience

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 →