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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The best piece of advice to challenge fears when starting a new job
When you start a new job, there are many natural and normal fears that come along with it. Things like: Am I going to be […]
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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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And The Streak Ends At 1…
Great customer service has so much in common with a great streak. When I think of streaks, I’m reminded of Joe DiMaggio’s 56-game hitting streak, […]
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What the ants in your kitchen can tell you about #CX
One single ant crawls across my kitchen counter. That one ant has many friends somewhere in a deep cranny of my old flat, just waiting […]
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A Window Into the Value of Customer Experience
The stars aligned in a way when the windshields on both of my cars were cracked and in need of repair. Having known of a […]
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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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19 (#CX) Quotes That Bring Us Inspiration
I’m a sucker for a good inspirational quote and recently had the opportunity to join Neal Topf and Paul Catherall on the Fireside Chats Without […]
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