4 Leadership Lessons from Michael Jordan and The Last Dance
As a child of the 90s, a decade where the NBA was dominated by Michael Jordan and the Chicago Bulls, I found myself enthralled by […]
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On Being an Accountable Customer Service Leader
I recently wrote an article about a new quality process where I coached my team without showing them a score. So far it’s going great […]
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3 Memorable Quotes from The Convenience Revolution by Shep Hyken
Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been […]
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I Did Quality Assurance Without Scores and I Liked It
I’ve written and spoken extensively in the past on whether or not quality scores are essential to contact center quality assurance. You can read a […]
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The Importance of Context in Customer Service
I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger […]
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Keep It Open-Ended
On a recent road trip with my family, we pulled off the freeway for a quick lunch. We stopped at a restaurant with a drive-thru, […]
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The Real Reason you Purchase a Dyson Vacuum Cleaner
After a series of vacuum cleaners that lasted two or three years before biting the dust, we finally took the plunge and purchased a Dyson. […]
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Removed From my Blog and my Life Forever
From the very beginning of this blog, it’s always been our practice to observe both good and bad customer experiences with the goal of learning […]
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Rethinking Pain
I’ve written about my falls while running in the past. It’s no secret that I’m a bit accident prone, and I have a fresh, new […]
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Customer Service Life Updates – February 2020
Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share […]
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