For those who work to learn about and improve customer experiences, there are a lot of interesting pieces of data available: NPS, CSAT, CES, OSAT, churn rate, FCR, call abandonment rates, new accounts opened, share of wallet, CLV, regression analytics, predictive analytics, correlation studies, the enormous list goes on and on.  But these data are … Continue reading What’s missing in the data is what we need to improve.

***What customers want you to do.*** CUSTOMER WANT #1: Get the job done … whatever it is. Customers simply want to get what they came for. CUSTOMER WANT #2: Make it hassle-free … which means as few tasks they have to perform as possible and no frustrating irritations. ***What employees need to achieve those two … Continue reading The Customer Service Experience: Two things customers want and four things employees need to make it happen.

If you want to create better customer life, it starts inside your organization. Since it is largely about behavior, it must be practiced and led. Here are five things leaders can do to kick start and maintain a service-focused culture. This week (and every week), thank an employee for a small act of helpfulness. This … Continue reading Five Leadership Habits for Inspiring a Service-Focused Culture

Everyone these days seems to be “too busy” or “crazy busy.” My typical thought? “Doing what?” When I do ask that question, the answers are usually things that could be controlled with better choices and/or better planning.  What I’ve found is that people either feel they cannot say no or they worry that they will … Continue reading A great time management tactic.

I have a friend who got ensnarled in a toxic work environment. The poison was created by a narcissistic colleague who mistreated teammates, lied, made up stories that damaged people, and pretty much manipulated anything that would further his own cause.  After a long ordeal, upper management had finally had enough and made a power … Continue reading Changing your name will not change who you are. 

Came across the term “good-handedness” in a newsletter by Austin Kleon. It describes “the immediate feeling on reading the first lines of a book, or starting a movie, etc., that you are in good hands.” It got me thinking. Shouldn’t good-handedness apply to businesses? Shouldn’t our impressions of a business be such that we feel … Continue reading Good hands.

Integrity: doing the right thing by doing things right whether anyone knows it or not. The enemies… Cutting corners: skipping steps, leaving out parts, or skimping on details to save time, money, or both. Shortcuts: doing work more quickly than and not as thoroughly as standard procedure in order to avoid undesirable difficulties or complications. … Continue reading Integrity’s enemies.

When I was young, I had many friends whose parents doled out lots of rules. Consequently, those friends were always, it seemed, trying to find ways to get around those rules or to break them outright. When I became a parent, my wife and I decided to go a different route and limit rules. Essentially, … Continue reading Leadership. Try it.

Reliability is about showing up come hell or high water and getting the job done. It is critical to building and maintaining trust, the linchpin for successful business.  Be reliable, earn trust, get more work. The formula is foolproof. But it must be managed. It requires caution.  More business means more busy-ness …which is good. … Continue reading A warning about reliability.

Mike Easley is an author you may not know, but after reading his new book, Becoming a Leader Worth Following, I am convinced you should get to know him. The book is not a fable or research-laden tome on the “mystical” qualities necessary to be a great leader; it is a journey that takes readers … Continue reading BOOK REVIEW: Becoming a Leader Worth Following by Mike Easley