Archive | Employee Engagement

Connecting the Dots Between Employee Engagement and the Customer Experience

I recently participated in a group discussion organized by NICE on trends and best practices in employee engagement and how it relates to the customer experience. Joining me were Aphrodite Brinsmead — senior analyst at Ovum specializing in contact center markets and technologies, and customer experience trends and Shep Hyken — customer service and loyalty […]

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Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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The Future of Work is already here. It's just not evenly distributed.

The title of this post reworks a quote often attributed to science fiction author William Gibson: “The future is already here. It’s just not evenly distributed yet.” If you strip business down to its fundamentals, people do work to create value for customers, who pay the bills. Simple. How the work gets done and what […]

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ScottishPower Uses a Balanced Scorecard of Metrics to Drive Customer Service Excellence

A few years ago, my family experienced frequent power outages at our home during bad storms. One time, the power to a sump pump cut out when we needed it most. Result: $5,000 of water damage. Needless to say, that day I had some choice words for our electricity provider, Pacific Gas & Electric. Unfortunately, […]

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