Forget, Replace, and Repeat

Forget, Replace, and Repeat

When my experiences with a company’s contact center have been poor or unremarkable, my feelings come through: I postpone contacting them, delay the inevitable, and then brace myself for more of the same. My feathers are easily ruffled when my “right now” experience feels like déjà vu and “here we go again.”

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Discovering Leaders in Unlikely Places

Discovering Leaders in Unlikely Places

There are many “Brenda’s” in our midst. I have known them and so have you. The question is: beyond setting direction, engaging, inspiring, coaching, removing barriers, recognizing, and rewarding, how can we acknowledge and cultivate the wisdom-sharing of these leaders who stir our imagination, make us think, and model a profound way of being?

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HOW MY HEALTHCARE INSURANCE PROVIDER MADE ME LOYAL

HOW MY HEALTHCARE INSURANCE PROVIDER MADE ME LOYAL

“Call healthcare insurance provider.” It’s a to do that gets bumped until I simply have to act. I procrastinate because I don’t look forward to being disappointed.

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CUSTOMER EXPERIENCE ONLINE OR IN PERSON?

CUSTOMER EXPERIENCE ONLINE OR IN PERSON?

Leaders need to empower their frontline to address the reality that their business is already behind the eight ball, before the client walks in the door. How do you overcome this disadvantage?

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