Leadership, Service And Sustaining The Customer Experience

If you want to deliver consistently great service and a sustainably great customer experience, your leadership focus needs to be different from what’s required to maintain production capacity in manufacturing. This is because your organization’s ability to provide service is overwhelmingly affected by how engaged—how professionally ‘‘alive’’—the employees are who come in contact with customers. Employee engagement, in turn, is propelled [...]

By | 2017-02-06T19:59:25+00:00 December 10th, 2014|Business, Customer Service|0 Comments

The Longest Lasting Emotions In Customer Experience

I’m really interested in the emotional and psychological side of customer service and customer experience. As a result, I’m always on the look out for new and interesting research findings that can inform and provide insight into customer experience strategy decisions. One piece of research that I recently came across, via PsyBlog, was published in the [...]

By | 2017-02-06T20:02:20+00:00 November 12th, 2014|Business, Customer Service|0 Comments