Focus On Your Strengths

Focus On Your Strengths If 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. Mitigate weaknesses! But, to the MINIMUM extent necessary.


The Customer Recovery Paradox

The Customer Recovery Paradox Customer 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, breathe and remember that you are on the CX stage.  It’s your chance to turn that moment into an opportunity! This is just one of the values good Customer Support and Service can bring to the real world. Make sure your CX Operations are dialed in and can execute the Customer Recovery Paradox.


Customer Success & Customer Support

Customer Success & Customer Support CX/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. Your business will thank you later. Be excellent out there. Carpe Diem!


Communication Strategies for Customer Experience Leaders

Communication Strategies for CX Leaders If 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 conversation, writing a slide deck, or typing an email, remember this simple hack to drive home your point and speak your business language.


Surveys – Stop Conflating Data with Context

Surveys – Stop Conflating Data with Context Let’s stop the silly with NPS, CSAT, & CES surveys EVERY piece of customer feedback is a gem. Let’s stop conflating data with context


Support Backlog Management “Hack” – A Time-Based Approach

Support Backlog Management “Hack” – A Time-Based Approach For decades, most Customer Support and Services have managed backlog using only one dimension – the number of inquiries. Add this dimension, change your mindset and reporting, and watch how much easier your planning and operations become.

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