There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we are happy to serve, are […]

Customer experience, in all its complexity, really is about one thing to your customers. Expectations. Think about your own customer journeys. Have you ever been disappointed? Most likely, your story starts with a “They promised me...” and ends with a “They just refused!” Consider the classic Jerry Seinfeld "reservation scene" where he and Elaine show […]

We live in a complex world, and many of our products and services are reflecting that. In many organizations, it’s up to marketing to help educate those who will eventually use these products and services. It’s up to marketers to educate customers before they even become customers. Let’s think of this in dollars and cents […]

A simple question often stumps the best of leaders. It’s one of those questions that should be on every corporate strategy document, and yet often isn’t. “What sort of experience do you want to deliver?” Sure, it might be answered ten different ways by ten different people, all of whom believe they are correct. But […]

There are superheroes in your organization.   They handle customer issues with ease and understand how to juggle many tasks at once. They turn an angry customer into a loyal fan. They find ways to improve processes. They are always learning, often setting THE example for others, and typically happy to do their jobs. These […]

Have you thought about ways your learning paths support your customers? Sometimes we don’t connect the dots between what our employees are learning and the experience we expect them to deliver to customers. When it comes to learning, it’s important an organization tie its business goals with employee education. This can’t be just about process […]

The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the options in learning today, but how often are we really taking advantage of it? The learning paths […]