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Making Common Sense Common Practice in Leadership and Life

Making Common Sense Common Practice in Leadership and Life

The title of this blog post is the title of one of the last chapters in Randy Conley’s and Ken Blanchard’s new book, published this week and available on Amazon: Simple Truths of Leadership: 52 Ways to Be a Servant Leader and Build Trust. It summarizes nicely what the book ultimately does: make common sense common practice. In this post, I share six of those truths.

5 Things Everyone Gets Wrong About Customer Service

5 Things Everyone Gets Wrong About Customer Service

Customer service is an important part of not only the customer experience but also the success of a business. Get it wrong and a lot of other pieces of the customer experience and the customer relationship with your brand might (will) fall apart. There are more than five things that everyone gets wrong about customer service, but here are five that you should take into account as you think about the customer service your company offers.

The Key to a Great Customer Experience is Collaboration

The Key to a Great Customer Experience is Collaboration

To meet customer expectations, everyone in the organization must be open and able to work together to deliver the experience. Specifically, conversations, information, and data must flow freely across teams and departments. Cross-functional collaboration is well-established, supported, and encouraged within and across the organization. But that doesn’t just happen on its own.

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