In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the steps
The recent news that Secretary Shinseki resigned is unfortunate because some of the VA’s customer service woes were foreseeable and preventable.
There are at least two dimensions to serving customers. One involves technical or process proficiency and the other is emotional connection. Take a look at this [humorous] YouTube video to see what I mean. The first dimension is technical proficiency,
Some potentially surprising news for start-ups: Even though you may think you are selling a product, your customers are actually buying the whole ‘experience’. For this reason alone, the way you organize and execute your customer experience strategy must be