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Gate-keeper or problem-solver?

I wrote recently about how the term “representative” can take on a different meaning depending on whether you consider your front-line agents as representatives of you as a brand, or of your Customers as they navigate your systems. When dealing with a hospitality brand recently, that came to mind.  There was a discrepancy and I [...]

By |2024-03-19T14:35:31+00:00March 19th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts|Comments Off on Gate-keeper or problem-solver?

Who can?

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote:  “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general.  As he was putting [...]

By |2024-03-05T15:39:42+00:00March 5th, 2024|Consulting, CX Culture, CX Strategy, CX Thoughts, Leadership|Comments Off on Who can?
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