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In: Customer Experience

In my personal life, I tend to be drawn to consistent experiences. When I want something really good to drink, I go to Starbucks and get a Grande Soy Latte. It tastes the same everywhere I go. When I want a really delicious dessert, I head for the warm, chocolate cake with vanilla ice cream- rarely a bad choice!  I have my favorite brands of yogurt, wine and coffee so when I consume them, I get that consistent, good experience. I am a big fan of consistency, and it is just as important in my personal life as it is in the business world. 1)Read More →

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In: Communication Best Practices, Employee Engagement

When I look back at my leadership successes and challenges from the past year, one of the key concepts that had a strong presence in my day-to-day activities and that I learned a lot about/from was “building trust with employees”. It can take one sentence, one conversation or one seemingly innocent action to completely lose the trust of your employees or colleagues. Conversely, it will take multiple conversations, consistent actions and time (and more time), to build the trust of your employees and colleagues. When it comes to building this bond, there is no magic bullet, no special pill and no one week contest. A talented coworkerRead More →

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In: Customer Experience

We 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 invest to actually get the satisfaction they are looking for? How easy is it for customers to find your self service portal? Once they get there, how is easy is it for them to navigate and find the actions they are seeking? After they open up a customer service ticket, how well do we do keeping them informed of the progress, or do we rely on them to continually check in? When we improve ourRead More →