Tag: Communication

It appears that customer rage is at an all-time high. There is an increasing number of stories of customers becoming ...

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves ...

This is the second in a 5-post series. This week we continue to journey through key concepts found in my 10 leadership books and pick ...

Confusion reigned among the customers of French carrier CMA CGM, as hackers wrote to media organisations claiming to have accessed ...

You know you need to make changes in the business, but there are competing forces, those that help to drive ...

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, ...

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders ...

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, ...

You’ve heard it a million times—happy employees make for happy customers. And the majority of business leaders agree: 55% of ...

This is the second post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success.  Last ...