How to Design Support Services that Customers Actually Value
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
3 Power Questions for Customer Experience Interviews
Conducting customer experience interviews is a skill that you must learn and practice. As you’re developing customer experience interview skills, add these three questions to your repertoire.
3 Customer Interview Skills for Better Results
The deepest insights spring from sincere conversations with customers about their experiences. A skilled interviewer creates these conversations.
The Work Week is Not Obsolete. Here’s Why.
The work week is not obsolete, because business is not about the work itself – it’s about serving customers.
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 structure an effective message during an emergency. Use this crisis communication template to answer the seven questions your customers are asking.
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 energy, creativity, and emotional intelligence when leading through uncertainty.
How to Lead Remote Teams that Thrive
As the novel coronavirus spreads across the globe, people are working from home more than ever before. The transition is happening dramatically, as businesses figure out how to enable remote work, often for the first time.
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 on how you communicate change.
How to Mine Customer Complaints for CX Gold
You’re sitting on a goldmine of Customer Experience (CX) improvement ideas, but you have to know where to dig. Apply Lean Six Sigma to customer complaints and find new opportunities to improve CX.
Leadership Lessons from Road Rage Part 2 – Name Triggers to Improve Self Awareness
As leaders, we are called to inspire people with a vision of the future that creates purpose for their work. This requires us to connect with our colleagues on an emotional level, making emotional intelligence an essential component of effective leadership.