Why Customers Must Be Allowed to Speak to Your Company
One of the best, most insightful articles on customer service I’ve read in some time - one that pinpoints the inherent conflict or dialectic...
Apologies Are Great. But Actions Are Needed.
When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for...
Work from Home…a Privilege?
Dear Contact Center Pipeline bloggers,
I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in...
No Excuses for Poor Disaster CX
Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is...
