Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. … [Continue Reading]
Are Your Engaged Employees Relentlessly Curious Employees?
Serving Toxic Demanding Customers is not a Business Growth Strategy
All of us have toxic demanding customers in our client bases. However, we do have control over the situation. Let’s explore. These customers pride themselves in making our business lives difficult. First, they are predictable: they will challenge all proposed solutions. Even the simplest ones. Why? Because everything has to be “their idea.” Otherwise, it… [Continue Reading]
Confusing Customer Service Delivery with Customer Experience Delivery?
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]
Professional Ethics catalyze Professional Innovation and Leadership
Your professional ethics are under attack on a daily basis. Whether you acknowledge this situation or not. The real question is what you do about it. Professional ethics are the moral principles which form the foundational structure of your behavior. First, in my playbook, there is no dividing line between personal ethics and professional ethics…. [Continue Reading]
How a Customer Experience Culture leverages Collaboration
When I ask you whether your organization has a customer experience culture, how do you answer? If the answer is “Yes!” just what does your customer experience culture look like? Sound like? Deliver like? For starters, this phrase simply may pay lip service to the phrase: “customer experience.” In reality, there is no “culture” that… [Continue Reading]
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