There are many lessons, but for me it boils down to one.
Your processes might be working. But it’s the little things that chip away at customer relationships.
It’s not your fault. Battles are fought over perceived turf – marketing budget dollars, headcount, the attention of Mr. or Ms. Bigshot.
As leaders, none of us are too far away from this level of self-deception.
Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.
So if you’re a customer experience ambassador, whether or not it’s in your title, here are 3 phrases to listen for in your internal meetings. Hear one of these and your customer experience is in jeopardy.
I was lured into a new show on CBS last night after the Superbowl was over and the kids were tucked in. Undercover Boss debuted last night and it was surprisingly compelling. The idea is simple. A big-wig executive from a major corporation goes undercover for a week to experience what life is like for […]