CX thought leader and prolific Forbes contributor, Micah Solomon, recently posted an article titled “13 Ways Leadership Can Lead Employees to Provide World-Class Customer Service.” In it, he outlines ways leaders can infuse, inspire, and support their teams in providing the best...Read More

Customer Experience (CX) requires a sophisticated understanding of your customers. The first step in this understanding is identifying and addressing pain points, and creating a sense of transactional ease. And while having an effective triage process is critical, many organizations stop there...Read More

All customer feedback, regardless of the source, should be treated as the infinitely valuable resource it is. And because of its public and immediate nature of social conversations, taking a strategic approach to listening and responding to this type of feedback is particularly important. ...Read More

Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them.However maturing is a verb that indicates a process, and doesn’t mean that we’ve...Read More

“Everybody is a teacher if you listen.”Every once in a while you come across an unexpected bit of wisdom. The above pearl is from actress Doris Roberts, who is best known as the cranky mother-in-law on the television comedy series “Everybody Loves Raymond.”Think about what...Read More

Entrepreneur was recently kind enough to lend me their Webspace for sharing some thoughts on business and customer experience in today’s market.I’ve been around long enough to see a pretty significant and cool change take root in the way business is done. And while I cherish the...Read More

Every last person out there has their signature features—visible clues that tease out their story. It could be a glaring flaw or a glowing trait: a tendency to talk too fast, a flair for the dramatic, a hard time getting out of bed, an appreciation for birds, an addiction to texting, a love...Read More

CX thought leader and prolific Forbes contributor, Micah Solomon, recently posted an article titled “13 Ways Leadership Can Lead Employees to Provide World-Class Customer Service.” In it, he outlines ways leaders can infuse, inspire, and support their teams in providing the best...Read More

Entrepreneur was recently kind enough to lend me their Webspace for sharing some thoughts on business and customer experience in today’s market.I’ve been around long enough to see a pretty significant and cool change take root in the way business is done. And while I cherish the...Read More

Every last person out there has their signature features—visible clues that tease out their story. It could be a glaring flaw or a glowing trait: a tendency to talk too fast, a flair for the dramatic, a hard time getting out of bed, an appreciation for birds, an addiction to texting, a love...Read More

Customer Experience (CX) requires a sophisticated understanding of your customers. The first step in this understanding is identifying and addressing pain points, and creating a sense of transactional ease. And while having an effective triage process is critical, many organizations stop there...Read More

All customer feedback, regardless of the source, should be treated as the infinitely valuable resource it is. And because of its public and immediate nature of social conversations, taking a strategic approach to listening and responding to this type of feedback is particularly important. ...Read More

Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them.However maturing is a verb that indicates a process, and doesn’t mean that we’ve...Read More

“Everybody is a teacher if you listen.”Every once in a while you come across an unexpected bit of wisdom. The above pearl is from actress Doris Roberts, who is best known as the cranky mother-in-law on the television comedy series “Everybody Loves Raymond.”Think about what...Read More