Focus On Your Strengths
Focus On Your Strengths https://youtu.be/WrhjPoZ8Bz0If you are just fixing things - you're doing it wrong. Our "Negativity Bias" is a curse and it affects business, too. ESPECIALLY when leading teams.…
The Customer Recovery Paradox
The Customer Recovery Paradox https://youtu.be/RpzS6rXQolUCustomer Recovery. Talk about a paradox! Literally...We have all experienced something like this before. Unfortunately, things happen all the time. But, next time you get that customer call,…
Customer Success & Customer Support
Customer Success & Customer Support https://youtu.be/lvJ4DsrmGzICX/Support/Service/Success Leaders -Too busy? This is time you need to invest. Deliberately. Right now. Start building crucial dividends, figuratively and literally. 2024 is your year.…
Communication Strategies for Customer Experience Leaders
Communication Strategies for CX Leaders https://www.youtube.com/watch?v=vSOiUr6JjwsIf you're in Customer Support, Customer Service, or Customer Success, your internal communication effectiveness can make or break your career. Next time you are having a…
Surveys – Stop Conflating Data with Context
Surveys - Stop Conflating Data with Context https://www.youtube.com/watch?v=NNPVvCdJ-EYLet's stop the silly with NPS, CSAT, & CES surveys EVERY piece of customer feedback is a gem. Let's stop conflating data with…
Support Backlog Management “Hack” – A Time-Based Approach
Support Backlog Management "Hack" - A Time-Based Approach https://youtu.be/n4Qgfx5iN-EFor decades, most Customer Support and Services have managed backlog using only one dimension - the number of inquiries. Add this dimension,…
