It’s my guess that some businesses will start the new year without a customer experience design strategy for keeping their customers happy. There will be goals, targets, actions and intentions, but not an overarching strategy for customer happiness. Because of the existence of complaints, ball dropping, promises not being kept, friction-filled exchanges with customers and …
A business either resides in harmony or in dissonance with itself. There is either congruence across its ecosystem, or there’s misalignment. Amazingly, some businesses that reside in dissonance, have made peace with this status quo and continue to function at a level of normalcy, within the disharmony. The businesses that are intentional about normalizing harmony …
For those of us who reside in the customer experience universe and are committed to service excellence, the mantra, “no ball dropping,” is our beacon that guides the execution of every task, particularly when those tasks have a direct link to customer success. So, what exactly is ball dropping? A business would have dropped the …
The achievement of service excellence and ultimately, service brilliance is one of the highest accomplishments to which a business can lay claim. Typically, the businesses that achieve this feat, are those that are relentless in their commitment to constant service evolution and to remaining relevant to their most discerning customer segments. These are the segments …
To me, wellness is like a superfood and should be one of the main nutrients fortifying teams that are intent on enjoying extraordinary success. When a team is dedicated to optimizing wellness, its psychological fitness is heightened, unproductive intra-team friction is reduced and precious energy needed to get the job done, is released. Let me …
So, let’s start this week’s reflection on customer experience with a poll. How many of us have interacted with businesses which have stated boldly, that their service delivery is powered by the aspiration to “exceed their customers’ expectations?” Hmmm….unsurprisingly, quite a few of us!! I will not conduct a follow-on poll to determine how many …
I consider myself to be an intelligent individual. But I cannot figure out, notwithstanding my current intelligence quotient and regardless of how hard I try, why business leaders tolerate and allow interpersonal conflict to thrive in their workplace environments. Uncontrolled, unmanaged and therefore, runaway conflict is so destructive, that the intention should be to prevent …
Sustaining customer experience momentum is not a walk in the park. It requires businesses to keep an eye on the goal post….the customer happiness goal post. Sounds simple enough, doesn’t it? The reality, of course, is a different story, when we consider the fact that the goal post keeps moving. When it comes to customers …
Well, here we are, recognizing another customer service week yet again. Whilst it’s always a good thing to celebrate great service delivery, getting customer experience right can be a hit and miss job. Lots of misfiring if a business does not know what it’s doing. With a little bit of strategic intelligence though, the whole …
What happens when a business has an unwavering intent to be agile in sustaining its relevance with its customer community? Well, that business will find itself in a continual state of change and transformation, without feeling any cultural dissonance with the rhythm of change. This is what happens when there’s a deep understanding that the …