No News Is Good News: Common Phrases that Will Destroy Your Service Quality
A simple phrase is keeping you from greatness. Many phrases are so commonly used that we actually start believing them...
Marriott's Missteps with Rebrand to Bonvoy: 3 Service Management Lessons for Customer Satisfaction
When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or ski...
No Dead Ends: Unlock the Hidden Value of Your Self-Service Content
In providing our users with self-service portals, our main goal is to shift-left and reduce support calls by putting as mu...
The Perks and Perils of Assumption in Customer Experience
In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part ...
Customer Satisfaction Survey Tools
Subject: Customer Satisfaction Survey Tools Timeline Request: Responses collated March 2019 Request: A fellow ...
Internal Customer Experience: Is This Even a Thing?
The first time I heard about "customer experience" was in a course about knowledge management. It was almost a t...
Omnichannel Service Channels Are Here
The time for an omnichannel customer service approach is here. Even if your organization doesn't develop a formal pr...

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