What to Do When You’re Stuck in the Survival Zone
Covid-19 has led to nearly two years of loss, fear, isolation, and gnawing uncer [...]
If You’re Too Busy for These 3 Things, Your Leadership is on Life Support
For nearly 16 months, businesses everywhere have had to grapple with the magnitu [...]
The Secret Ingredients of a CX Led Company Culture
When I talk to organisations around the world about their customer experience st [...]
Why Good Leaders Fail
Leadership failure is a significant financial and reputational risk for organiza [...]
New Report: Half of Employees Plan to Leave Their Job This Year.
A global crisis at the scale of the Covid-19 pandemic has changed every aspect o [...]
To Provide Excellent Customer Service Don’t Just Answer Questions, Add Value
Traditional customer service is historically understood to be a passive/reactive [...]
Rethinking customer service: No longer the weakest link
New research shows that high performing organizations are investing in service i [...]
Happy Employees Create Happy Customers
"Studies confirm that employee happiness correlates with employee efficiency, cr [...]
16 Tips For Boosting Customer Satisfaction With Happier Employees
A great company culture trickles down through the entire organization, keeping e [...]
Top 27 Customer Experience Statistics to Know in 2021
The COVID-19 pandemic has shaken the world economy in a variety of ways. For one [...]