Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. Certainly not ours…. [Continue Reading]
Confusing Customer Service Delivery with Customer Experience Delivery?
Does Your Professional Urgency conflict with Your Clients’ Priorities?
Professional urgency impacts how we behave with our clients. Often, our behavior sabotages our efforts to move sales, engineering, service, IT and Quality initiatives forward. Why? Because our professional sense of urgency conflicts with our clients’ priorities. Consider the factors impacting professional urgency. Go on. Make a list. Often, professional urgency has a lot to… [Continue Reading]
How to perform Customer Base Triage and Why It Matters
Typically, customer base triage is conducted in reaction to a large number of customer casualties. These casualties are in the form of loss and/or defection to the competition. And this defection has been going on for quite a while. However, like a slow leak in a tire, you miss the signs that something is amiss…. [Continue Reading]
What is the Future C in Your Professional ABC Strategy?
Each of us has some form of a professional ABC strategy. Always. Be. And some word that starts with a “C.” That “C” word is what we are talking about, today. Many of us are busy Chasing. We pursue the KPIs organizations impose on us. Typically, these metrics involve productivity, profitability or making our numbers or… [Continue Reading]
Why Your Professional Expiration Date is Out of Sync and What to Do
Everyone has a professional expiration date. That date marks the distance between the start and end of your tenure with an organization. How long is yours compared with the rest of the folks seated around the table? Not only does a professional expiration date reflect individual performance. Employee churn, based on average expiration dates of… [Continue Reading]
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