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 →