In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take
More...The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention,
More...Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings, the answer is
More...Are customer service jobs good? Well, some are, some aren’t Like any job, a lot depends on where you work and who you work for. More generally, customer service jobs can be excellent depending on
More...In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve
More...Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful
More...What should be on my customer service job resume? I’m going to answer this in one word. Passion. There are lot of topics you should cover on your resume, but as someone who has hired hundreds
More...In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s
More...One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go
More...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
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