Strategic Leadership Blog / Customer Experience

It's 6:40 p.m. on the Saturday before Christmas. The drive-thru line wraps the building, two new crew members are on their third shift and the kitchen display just stopped showing …

Greek myths have stood the test of time by teaching us a lot, so they have their place. But myths in customer service? Not so much. If you’re building your …

We’ve all heard the customer service maxim that “complaints are a gift,” but that is a present that you want to receive as seldom as possible. It’s an unavoidable scenario …

When design flaws in customer service exist, they do damage to customer service, the customer experience, your brand and the bottom line. That damage usually starts with IVR system design …

Medical device manufactures and companies across all sectors are constantly looking for ways to transform their field service organization from a cost center to a profit center. The answer to …

PING! It’s your inbox. From the CEO! Requesting an analysis of the technology and support infrastructure?! Uh oh. Feel like you’d react the same way? You’re not alone. Out of …