Category: Customer Service
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Do You Have A CX Strategy?
Do you have a CX Strategy for your team? A few months back I published the 6 Elements of Customer Experience Strategy, with some guidance on what is included in each. While folks found that valuable, I did receive a lot of questions around how to pull it all together into an actual strategy. Given… Read more
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Ten Steps to Service Recovery
Let’s face it, sooner or later your company will deliver a poor customer experience. It’s okay. It really is. Well, as long as it’s not the norm, right? Embracing this fact will help you sleep at night. So if the experience does fail somewhere along the customer journey, make sure you have the right tools… Read more
