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 […]
Over the last several days, I’ve been watching the Net Promoter Score conference #NPS2010 tweets and updates. (Not familiar with NPS? Check it out here.) Just the tweets themselves have been filled with insight and education, so I can only imagine how great the conference was! One well-tweeted bit of wisdom came from the Steve […]