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Be Warned! Technology Isn’t Everything

Beyond Philosophy

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Hesse didn’t talk about customer emotions. But many others look to technology.

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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Follow Colin Shaw on Twitter @ColinShaw_CX.

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The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

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The Power of Servant Leadership to Build and Sustain Stakeholder Value

Beyond Philosophy

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

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Neglecting Your Contact Centre

Clarabridge

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. as opposed to emotional success (I got my problem completely sorted) as might be considered by the customer.

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Simple Training Plan: Serving Upset Customers 101

Toister Performance Solutions

A single workshop won't produce sustainable results. Best of all, you can implement them without hiring an expensive consultant or trainer like me. The first topic is my most requested: Serving Upset Customers 101. Use the Workshop Planning Tool to create a training plan: Identify your goal for the training.