Just did a post call survey for Carters Inc. The service agent was excellent. However, the survey wasn’t. There were two questions. One asked if this was the first time I contacted them for this issue. This is a useful question if it’s followed by a…lnkd.in/gk9jkVAU

I miss leading teams, builds and changes over a longer term. I miss the feeling of organically developing leaders and random interactions with the frontline that have inspired them (and me) and/or created lifelong relationships. I miss the excitement of o…lnkd.in/d3y3KUxN

Optics are real. Retail stores, consider moving essential non-customer-facing tasks out from behind the cash. Your poor employee gets death stares from everyone in the line. #retail #customerexperience #employeeexperience

Listen. You are probably getting hit up a lot today for donations. And I hope you give generously to all your favourite charities. But if you are my friend, if we know each other or have worked together, I would ask you to stop for a minute and conside…lnkd.in/g39mpf52

CX, by nature, is not a Ron Popeil Rotisserie Oven. You can't "Set It and Forget It". Case in point. Dear most banks. When you setup your phone banking menus (#IVR systems) years ago, it might have been a good idea to automatically read out the account…lnkd.in/gwFSy26X

One way I evaluate job candidates is by how they treat others they "perceive" as being in lesser positions. At one office, we always brought the receptionist into our deliberations to share how he/she/they were treated by each candidate. #valuesmatter #k…lnkd.in/g5g4jPEG

I am gushing. Since 2019 I have been named to ICMI's CX/Contact Center Thought Leadership list and it seems have once again been named a Top 25 thought leader. What does this mean to me? I certainly don't see it as an accolade but rather a challenge.…lnkd.in/g6dWbTTu

It comes as no surprise that my dear friend, Sangeeta Bhatnagar, has been named to the Contact Center Pipeline Author Wall of Fame. Sangeeta is the definition of a giver who believes at her core, in the importance of serving others.…lnkd.in/gqVJ8Ndu lnkd.in/gYScA4Hu

Want to improve #CX/#EX? Look at your policies & how they effect processes BEFORE you look at #tech. Piling good tech on bad policies only optimizes poor experiences. Walk a mile cust & emp shoes. You will find many maddening experiences, you didn't know existed. Start there.

I am currently seeking contract opportunities to help businesses elevate the customer experience. If you have any leads, please let me know. Thank you! #customerexperience #customerservice #cx

Service is not a business skill. It's a life skill. It's the art of seeing the human across from you, being able to uncover their root needs & supporting those needs. That can be a frustrated spouse, sad child, demanding boss, struggling employee or a customer. It's all service.

#CXQOTD 7th Feb How many bad interactions does it take to move away from your favourite brand? Jeremy Watkin Ben Motteram 🇦🇺 Nate Brown Shep Hyken Stephanie Thum, PhD, CCXP Dr. Luke Soon Jenny Dempsey Bill Quiseng CX-Excellence / Michael Brandt @DebbieSzumylo Dave Seaton, CCXP @kkmett @esmancuso Neal Dlin Roy Atkinson

#CX #VoC shouldn't be limited to #survey data. That's only explicit feedback. Add cust behaviour data for implicit feedback. Shadow cust facing teams (#CustomerService for eg.) for key context. These 3 things together provide great insights to real differentiated value.

FREE EASY SERVICE TIP If I've called 100 companies this past year for service, over 80 have deafeningly loud hold music. When I tell the rep, they all say "I get that feedback everyday". It's not always solving big stuff...sometimes it's tending to all the little easy things.

Avoiding the 5 Training and Coaching Fails - by Neal Dlin contactcenterpipeline.com/Article/avoidi… #cctr #custserv #cx #contactcenter #customerservice #customersuccess #customerexperience #callcenter

A key way to transform ur #CustomerService org to a highly attuned, empathetic, kind, respectful, accountable, resourceful, solutions-oriented one is to model it with highly attuned, empathetic, kind, respectful, accountable, resourceful, solutions-oriented leaders. #cx #ex

Cool Customer Service gig alert! linkedin.com/jobs/view/3612…

Are you coming to #gtacc2023, live & in person, Toronto's best conference for #contactcentre & #cx leaders to share and learn from each other? I am!! I'm actually extremely honoured to be moderating a tech panel and hope to see you there!