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Leadership lessons often come from unexpected places. Some recent events reminded me why we must talk to people not about ...

Customer support self-service has been around for many years, but in 2020 is more important than ever before. As Gartner ...

Over the past 5 years I have had the opportunity to volunteer at two different animal rescue organizations. They both ...

This week I had the opportunity to attend the webinar “Managing Customer Experience In a Downturn”, led by Bruce Temkin, ...

The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for ...

If you are leading a customer support team in the midst of Covid-19 you know that the show must go ...

I recently attended a webinar called “The future of AI (artificial intelligence) in customer service”. Experts at both Zendesk and ...

“Small steps to create urgency have a massive impact.”  This statement really caught my eye in a recent blog post ...

As a leader do you feel like you are “on” all the time while at work, or interacting with employees ...

It’s time for leaders like us to plan more meaningful, team building experiences for our employees. As a leader in ...

Many things change, but there are some things that stay the same. One thing that has not changed is the ...

Yes! Yoga and leadership do go together! In 2016, after practicing yoga for more than 10 years, I wanted to ...

Reducing Customer Escalations Video Series, Episode 1 At times, salespeople overpromise and offer things during the sales cycle that the ...

I recently tweeted, “Being a great leader is not always about doing, it is also about restraint. Take the time ...

Hello blog readers! A few years ago, I published a post on customer escalations called “10 Tips To Master Customer ...

The 7 Things B2B Customers Demand From Suppliers Many CX experts predict that by 2020, the customer experience will overtake ...

It’s become very clear that there is a big difference between activity and action. When you are involved in “activity” ...

Earlier this week I attended a CXPA Customer Experience networking event and the discussion topic was customer experience technology- how ...

Recently I was driving to work and my mobile phone rang. The call was from a salesperson who works for ...

As we wrap up 2016, I have a special end of year gift for you! Five tips to catapult employee ...

I was recently asked what my personal, key tenants or beliefs are about providing a great customer experience. After pondering ...

I believe that top notch communication skills are THE most important set of skills that any leader, at any level ...

I am currently involved in an initiative to help motivate and inspire our telecommuter population. This is just over 10% ...

How we think about and talk about what we “do” significantly impacts the satisfaction we get from the activity and ...

Do any of these budget related phrases sound familiar? There is no budget for any more travel this year. There is ...

There is an epidemic in Corporate America that must be stopped! What is it? The consistent use or misuse of ...

This week I had the opportunity to attend a women’s leadership symposium in Washington D.C. As I reflect back on ...

The data is clear. Both B2B and B2C buyers are willing to pay more for a better customer experience. So, ...

Are you looking for the most interesting and active Customer Experience thought leaders on Twitter? I have created a list ...

I recently attend the Consero Customer Experience Forum in Miami, FL and had a chance to speak with Peter Leppik, ...

Before I moved to Georgia, I only flew into the Atlanta airport every once in a while. When I did, ...

Skills to manage customer escalations need to be part of any successful manager’s toolkit. Google’s Dictionary defines escalation as “an ...

As soon as the session ended, I (one of many proud introverts) politely said good night and made a dash ...

Next week I am participating in the Consero Customer Experience Forum with a number of other Customer Experience leaders across ...

As I called out in a blog post I wrote in 2012, “5 Best Practices for Building Trust With Employees”, ...

When colleagues communicate with you, do they know that you are listening? A few years ago, one of my peers ...

Based on 20+ years working in corporate america, I have created this fun cartoon with 5 scary office scenes. I am ...

One thing I have noticed throughout my career, is an ongoing business assumption that if we add more people to ...

“I am a complexity assassin” Love it! I was recently on LinkedIn and came across a complete stranger who had ...

The days of show and tell meetings are over. No, not the show and tell that we did back in ...

Sales wants to add as many customizations as possible, but operations wants sales to sell "what is on the truck" ...

For a number of years I have been involved in initiatives to improve employee morale and engagement, and create a ...

In my personal life, I tend to be drawn to consistent experiences. When I want something really good to drink, ...

When I look back at my leadership successes and challenges from the past year, one of the key concepts that had a ...

We spend a lot of time talking about customer satisfaction but a lot less time talking about customer effort. Said ...

Every once in awhile we get the chance to witness a feat of incredible customer service that reminds us that ...

It is probably human nature, but when asked about a business problem or the reason for a dip in performance ...

The secret to managing technical support or production support cases/tickets like a Rock Star is to think beyond just support ...

In my opinion, being accountable is one of the most positive personality and leadership traits. When important things need to ...

It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often ...