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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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” ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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% ...
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The Evolution Of Doing

How we think about and talk about what we “do” significantly impacts the satisfaction we get from the activity and ...
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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 ...
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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 ...
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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 ...
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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, ...
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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 ...
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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, ...
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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, ...
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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 ...
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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 ...
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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 ...
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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”, ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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" ...
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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 ...
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In Praise Of Consistency

In my personal life, I tend to be drawn to consistent experiences. When I want something really good to drink, ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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How Do You Know When To Pick Your Battles?

Lately, I have found myself uttering the phrases “we need to pick our battles ” often followed by “there are ...
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Experience The Pain To Drive Organizational Gain

You need to experience the pain, in order to drive organizational gain. I recently read the Harvard Business Review article, ...
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Don’t Be The Victim Of A Customer Project Handover Gone Wrong!

I am a big fan of cop and legal dramas and have watched endless TV episodes of Law and Order, ...
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4 Things My Personal Trainer Taught Me About Improving Productivity

What do working out at a gym and running a business operation have in common? A few thing. We might ...
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Tips & Tricks For Managing Technical People

Guest Blog by George McQuain, Operations Expert | Sheldon Cooper Reports to Me? Oh NO!!!! How would you like to ...
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Are Your Operations Success Levers Defined? 6 Steps To Get You Started

Have you recently shared your 2012 goals and objectives with your teams? As business operations leaders, we often describe what ...
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6 Reasons Processes Fail – Cartoon

When business processes don't work the way that we expect them to, we often blame the employees who are responsible ...
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KPI Trends For 2012 – Why We Should Expect Less

Guest Blog by Bernie Smith, KPI Expert, United Kingdom What are going to be the big themes for KPIs in ...
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