Blog & Resources

communication

3 Leadership Buzzwords that Exist for the Best Reasons

Thanks to a fun report from CCW, Customer Contact Week, and some clever customer experience pros (and prose - ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is ...
leadership buzzwords

How to Create the Most Spectacular Customer Service Disasters

Humans disappoint one another. We do it all the time. We disappoint when we don't show up for someone's big event. Or maybe we disappoint when we do show up at an intimate dinner party without an invitation. We disappoint ...
customer service disasters

Bad Feedback Is the Best Feedback. Are You Listening For It?

As an employer, you need to provide oodles of feedback to employees to ensure they know what they're doing, what they're supposed to be doing, what they're doing well and what they could be doing better. Bad feedback from employees ...
bad feedback

One Piece of Customer Communication that Fails to Delight

Customers hear from you regularly. Right? As you dwell on how often you actually connect with a customer (once a week? once every few months? never?) I want to remind you of one simple fact. Your customers, if they are ...

Are Your Employees Engaged to Tell You the Truth?

Surveying employees on satisfaction and engagement is not a new concept, but it's getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how ...

3 Reasons Your Brain Won't Let You See the True Customer Experience

We're giving our brains a real workout when dealing with customers. We do our best to see the experience from the their perspective, to empathize with their issue and find the best solution, and simultaneously use processes and procedures to move the interaction to ...

3 Ways to Update Customer Experience for Millennials

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so ...

Do Your Communication Tactics Undermine Your Intentions?

"Say please!" I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But ...

5 Ways One-on-One Customer Communication Builds Loyalty

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they ...

24-Hour Customer Service Solutions for Those who Need to Sleep

Customer service. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store. Then it evolved into the toll-free number for issues with package delivery. Then it became the ...

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