#1 Reason to Craft a Compelling Customer Experience Vision, Now!

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      I have seen it time and again where senior leaders decide that they can move forward with executing on a tactical plan, because they want to feel successful. Worse yet, they oftentimes underestimate the importance of crafting … Read More

Bridgestone Puts “The Boss” at the Center of Its Business

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You might think it fairly odd that an organization as large as Bridgestone Retail Operations (BSRO) would put “Bosses” at the center of their business, but it makes sense. The entire Bridgestone organization refers to its customers as “The Boss.” … Read More

4 Ways to Truly Listen to Your Customers

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  Have you ever been a customer who felt like no one cared to listen to you? Whether we are talking about internal or external customers, there are some very clear ways you can show them that you are listening … Read More

5-Step Process Saves Most Any Customer Relationship

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I often tell people that customer experience, customer service and customer relationship management are really mostly about having the right processes in place to support the customer’s journey. Below is a 5-step process I have used hundreds of times over … Read More

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