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In: Covid-19, Crisis Management, Customer Experience

This week I had the opportunity to attend the webinar “Managing Customer Experience In a Downturn”, led by Bruce Temkin, the head of the CX Institute for Qualtrics. I recently joked that if Bruce Temkin had a fan club that I would be one of the first members! His advice and content is always spot on and very helpful. Bruce covered a number of topics in this webinar. These included leading through a downturn, the role of experience management and an approach to adjusting CX programs during a crisis. Here are 3 key takeaways from the“Managing Customer Experience In a Downturn” webinar. I hope youRead More →

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In: Covid-19, Customer Experience

The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for leaders of these organizations. In particular, there are three actions every customer operations leader must consider. The Employee Perspective Call centers in certain industries have been deemed “essential” by the Department of Homeland Security. Employees of these call centers are expected to risk their own health, and the health of their families, by coming to work. If the employees do not come to work, they may face repercussions, up to and including termination. This, at a time, when having health insurance is critical. Writer HamiltonRead More →

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In: Customer Experience, Operations Best Practices

Many things change, but there are some things that stay the same. One thing that has not changed is the fantastic customer experience that GoDaddy, the internet/web browsing company, provides. Back in 2011, yes 8 years ago, I wrote a blog post titled, “Why I love Go Daddy technical support.”  The romance has continued to grow, and I am now using more of their products and spending more money annually, as a result. The underlying reason that the GoDaddy customer experience stands out, is all about their people.  If you research 2019 customer experience trends, you will read a lot about non-peoply things like chat-bots,Read More →