Most Voice of the Customer programs begin the same way: with genuine excitement and unusually strong executive buy‑in. There’s a clear mandate from the top to “listen better.” A vendor is selected. Dashboards are built. Surveys are launched with care and optimism. Leaders talk openly about how important customer voice is going to be to […]
The Uncomfortable Truth About Voice of the Customer Programs Read More »
A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
I Went for a Haircut. Got Into a Leadership Conversation Read More »
I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too.
What 19 Years of Support Leadership Actually Taught Me Read More »
Discover why focusing solely on price can be a costly mistake. Explore the fallacy of price and learn how to build a customer-centric business that prioritizes value, customer experience, and long-term loyalty.
Beyond Price: Why Customer Value Trumps Cost Read More »
Discover why exceptional customer service is crucial for business success. Learn proven strategies for customer retention from a veteran in technical support and CX
Keeping and Retaining your Customers – Why Exceptional Service Pays Read More »
Enhance customer service with skill-based routing: connect inquiries to the best-suited agents, improving resolution times and satisfaction through targeted expertise.
Navigating the Complexities of Skill-Based Routing and Scheduling in Contact Centers Read More »
Discover how exceptional service elevates customer experience beyond price and quality. Learn actionable strategies to empower teams and foster loyalty.
Service Wins the Game: Elevating Customer Experience Beyond Price and Quality Read More »
As life gets back to normal, and our superheroes begin to control the pandemic, businesses are holding onto the CX strategies that they had adopted earlier. Many companies have come to realize that the only reason some brands managed to weather the storm of Covid was because of the support and undeterred loyalty of customers.
Winning at customer services is the competitive edge that can separate them from the noise. A prevalent customer-centric culture in an organization is the rock and stones that form a robust foundation of a compelling customer experience.
Cultivate a Customer-Centric Culture Read More »
