Thinking Ahead.

How Looking Back Actually Helps You Surge Forward (Infographic)

In this week’s blog, I discussed how to drive learning agility in your organization. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team,…

Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward

While writing my book Stronger Through Adversity - World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges , I stumbled upon research conducted by David Hoff and W. Warner Burke, which is summarized in their…

How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence (Infographic)

In this week’s blog, I discussed about how you can get ahead of 2023 trends. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…

How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence

I predict that artificial intelligence (AI) will play an increasingly important role in customer experience (CX) success for 2023. In support of this prediction, I typed the following into a popular AI tool: Here are the unedited results generated…

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Being Present Means More than Presents – How to Absolutely Delight in Holiday Moments (Infographic)

In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content.…

Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments

Every year around this time, I re-read Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season . I first came across the book 30 years ago when I gave speeches on how to manage holiday stress. In the book, Jo…

Bitter to Loyal: How to Move Customers from Detractors Into Advocates (Infographic)

In this week’s blog, I discussed about ways to flip customers from detractors to advocates. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our…

Bitter to Loyal: How to Move Customers from Detractors Into Advocates

Let's imagine an irate customer calls your business and is being transferred to you. Now, fast-forward to the end of your call and imagine that this once disgruntled customer says, "Thank you, I am a customer-for-life and will tell all my friends."…

You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever (Infographic)

In this week’s blog, I discussed about ways to ensure customer experience excellence during this most challenging time. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content.…

You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever

In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: The Verint research cited by Madeline (and…

Appreciating Customers Every Day - The Importance of Authentic Thanks (Infographic)

In this week’s blog, I discussed about ways to drive a culture of team member and customer appreciation. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…

Appreciating Customers Every Day - The Importance of Authentic Thanks

Thanks for spending time with me this year through my posts and books. I'm also grateful to people around the world who continue to entrust me to help them elevate team member and customer experiences. This time of year typically provides a time for…

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth (Infographic)

In this week’s blog, I discussed the ways to help your team and organization emerge Stronger Through Adversity . For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To…

Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons For Growth

Author Karen Salmansohn suggests: If Karen is correct, most of us have collected a lot of "empowering lessons" since 2020. Lest we forget, in the US alone, we've recently faced: Sadly, that's just a partial list. What lessons have you learned, and…

Bring on the Service Professionals? It's Time to Supplement Mainstream Self-Service (Infographics)

In this week’s blog, I discussed the things to consider as you balance self-service and human assistance. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more…

Bring on the Service Professionals? It's Time to Supplement Mainstream Self-Service

Is it just me, or have you noticed that it's getting harder to get ahold of a human being when you need customer service? For example, some websites have replaced their customer service number with online forms. Other companies still provide a phone…

Don't Just Solve Problems! How to Actually Reconcile Relationships With Compassion (Infographic)

In this week’s blog, I discussed the ways to enhance customer relationships. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…

Don't Just Solve Problems! How to Actually Reconcile Relationships With Compassion

Here's a question for you, one that I hope you'll consider thoughtfully and answer honestly. I suspect you will want to answer the question with "we create relationships," since relational companies foster trust, enhance customer engagement, drive…

Are You Winning Tomorrow? How to Really Create Lasting Customer Success (Infographic)

In this week’s blog, I discussed about ways to ensure customer success. For more information on the topic, please refer to the blog. Otherwise, this infographic visually summarizes the blog’s content. To learn more about our team, please visit…