Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership. By empowering employees to solve customer issues in real time, customers win, employees win and the organization wins. Yet leaders often struggle with empowerment. One of the reasons […]

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan.  Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that […]

In this One Win Book Review, we take a look at Thinking, Fast and Slow by Daniel Kahneman. Check out the video below to hear Adam’s one win that you can take away from Thinking, Fast and Slow to improve your organization’s customer experience and customer service. About Thinking, Fast and Slow FROM THE PUBLISHER: […]

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. 

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels.  The signals I am referring to are what we’ve labeled “human signals” and they just mean the many communication signals that humans send and read that are not the actual words delivered. In […]

What are the worst customer service job responsibilities? I’m not sure this question actually hits the reality of customer service very well.  I don’t necessarily think there’s a particular responsibility that stands out as bad, maybe documenting customer interactions. That can be tedious.  In customer service, it’s less about the responsibilities than the situations. There […]

In this One Win Book Review, we take a look at Little Gold Book of YES! Attitude by Jeffrey Gitomer. Check out the video below to hear Adam’s one win that you can take away from Little Gold Book of YES! Attitude to improve your organization’s customer experience and customer service.

What Does Customer Service Teach You? Are there lessons from customer service that apply to other areas of life?  In the end, customer service is one of the best business disciplines for learning skills and strategies that apply to wider life because customer service is about interacting with and helping people.  Customer service can teach […]

Sometimes in keynotes or training, depending on the audience and how I’ve customized the presentation, I will deliver the following line: everything is important, everything is not equally important. Often, I’m discussing experience design and execution. What touch points matter, what action steps from a journey map should be prioritized, or — simply — what […]