Before You Can Act on VOC, You Need A-C-T
Remember that feeling the first time you got really good Voice of Customer (VOC) feedback? Something that fundamentally changed the way you understood your customers? …
Don’t Put Your Customer Hat On
Have you ever been instructed to “put your customer hat on?” That may be bad advice. “Put your customer hat on” is a favorite line …
How to Design Support Services that Customers Actually Value
Customer Service and Support (CSS) organizations must differentiate on the customer experience to maintain customer loyalty and improve retention. As a CSS leader with limited …
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3 Power Questions for Customer Experience Interviews
Customer experience interviews generate the deepest insights into your customers feelings, thoughts, and behaviors. These insights empower organizations to design customer experiences that improve customer …
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3 Customer Interview Skills for Better Results
Interviewing customers requires skills that can be learned, honed, and mastered. Better skills = better results. The deepest insights spring from sincere conversations with customers …
The Work Week is Not Obsolete. Here’s Why.
Settled into new pandemic work-from-home routines, many knowledge workers are calling for the end of the traditional work week. Some discovered the joys of remote …
Crisis Communication Template – 7 Customer Questions and How to Answer Them
When the servers are down, the building is on fire, or your workforce is quarantined for a global pandemic, customers need information. Don’t scramble to …
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Put On Your Own Mask Before Helping Others
Leading during uncertain times drains your energy. Difficult decisions and tough conversations cause stress and anxiety for all leaders. Here are three ways to increase …
How to Lead Remote Teams that Thrive
When you lead remote teams, your leadership habits and practices must adapt. As the novel coronavirus spreads across the globe, people are working from home …
4 Ways Effective Leaders Communicate Change
The change initiative you are leading will likely fail. The good news is, there’s a way to dramatically increase your odds of success – focus …