The 5 “A”s of Customer Service

What makes a repeatable Customer Service model? The last time you found a broken customer service process (probably, as a frustrated customer), did any one part of the conversation or interaction really stick out? Customer service is tricky, because trying to explain to someone how to do it well is a combination of process (what…

Building a Better Customer Experience

Since I started my current role as a Customer Experience Manager in October 2008, many people have asked me “what’s customer experience and how do you deliver it?” Aside from cheeky remarks like “I ensure customer delight”, I didn’t have a good answer. So I wrote this presentation to help answer the question: I’d love…