4 Things Yoga Taught Me About Customer Service
After a wee little knee injury (don’t worry, it was nothing serious), I decided to shelve my normal exercise, jogging. With the goal of finding something […]
Continue reading »Category: Customer Service
5 Pieces Of Leadership Advice From The Other Side
This post was originally published on the FCR blog on January 28, 2016. Click here to read the original. I don’t know about the rest […]
Continue reading »
A Practical Guide to Connecting with Customers
This post was originally published on the FCR blog on February 2, 2016. Click here to read the original. I consider myself to be an […]
Continue reading »
The (Not So) Scary Future Of Contact Centers
This post was originally published on the FCR blog on January 22, 2016. Click here to read the original. I was able to take a […]
Continue reading »
5 Observations From A Student Of Customer Experience
This post was originally published on the FCR blog on January 15, 2016. Click here to read the original. One of the best ways to […]
Continue reading »
If Not Now, Then When In Customer Service?
The super complex life question, “If not now, then when?” was shared on my office whiteboard a couple of weeks ago. I write a daily quote for all to […]
Continue reading »
Receiving vs. Earning
This post was originally published on the FCR blog on January 6, 2016. Click here for the original. My customer service career started more or […]
Continue reading »
Driving Customer NPS with Employee NPS
This article was originally published as a guest column on the ICMI blog. You can view the original article here. Raise your hand if you’re a sucker for a […]
Continue reading »
We Can All Be Thought Leaders
This is a modified version of an article I wrote for a recent FCR internal newsletter. Having just been honored as a2015 Thought Leader by […]
Continue reading »
Your Customer Welcome Mat
How many steps does it take for your customer to reach you? Depending on how many steps, they’ll eventually land on your company “welcome mat”, eagerly […]
Continue reading »