Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way to lead by example to show what sort of experience you want your customers to have. It is in fact "setting the stage" for how you expect your people to perform in order to deliver […]

Transformations are everywhere lately. We’re talking about and hearing about digital transformation, business transformation, transformation acceleration and cultural transformation in just about every other business article or conversation. Cultural transformation is essentially aligning your people, processes and business tactics with a new “north star” for your organization. I would argue everyone should be putting customer […]

Customer churn. If you haven’t heard the term before, it refers to the upheaval that happens when existing customers end their relationship with your business. In other words, it’s the opposite of customer retention. No company wants a high rate of churn — it means their sales department is working hard to acquire new customers while […]

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 […]

Introduction Dealing with customers successfully is a critical skill for an organization, yet developing these abilities is not a given. And for organizations that face high employee turnover, it’s even more challenging. How can you systematically develop and deliver great customer experience skills?  The principles behind human learning are still key. The nature of the […]