Can you think of a question that will never get “NO” as an answer and will get “YES” as the response, every single time? I know of one! Have you ever tried asking any senior leader in an organization, “Do you have a strategy?”. I bet the answer is “YES” But, when you start talking…
Who gets the credit? Isaac Newton or the apple tree?
We all know the popular story that Newton was sitting under an apple tree, an apple fell on his head, and he suddenly thought of the universal law of gravity! Based on the story, it seems like he was sitting in a peaceful and quiet place. Maybe a park with trees and flowers and Newton sat…
Is your team playing kiddie soccer?
What a beautiful Saturday afternoon in San Francisco! Amazing weather, bright sun, beautiful trees…..Love this place! My first weekend after moving to California from Michigan. Love this view from my balcony, I didn’t realize there was a park so close to our place. My wife and I decided to go check out the park with our…
Are you a “WHAT” leader or a “HOW” leader?
How many times, have you sat in a business review where someone was presenting how well a metric performed and asked, “Great job, you folks. By the way HOW did you guys do it?” Vs. moved on saying “Great work & well done!”. Maybe a few leaders want to know the HOW piece and a great majority is pleased with the…
Ring the bell, if you’re treated well! Behavior engineering lessons from a road side food truck.
I knew that the evening was going to be slow with my wife visiting her cousin for a couple of days with our toddler. Felt super lazy, definitely not in the mood to cook nor was I in a mood for fine dine. Fast food sounded like a great idea and my taste buds begged for some…
Customer experience lessons straight from the toilets of Singapore airport
I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes transit at the Singapore Changi airport and I was NOT looking forward to it. Especially after missing my flight from Seoul to Kuala Lumpur (my final destination) because of the flight delays at Detroit (my origin) and then staying…
Recession 2016?? So, customer service??
The global financial situation has been fluctuating since the dawn of the 1st day in the new year (2016). And the analysts predict a far more tougher recession in 2016 than the one we had in 2008. I am not a financial expert to validate the recession forecast nor I want a recession in 2016. BUT…if we…
How customer centric is your customer service? Are you ready for a reality check?
There are hundreds of books and thousands of articles written on customer service culture and customer centricity. Leaders spend tens and thousands of hours debating what customer centricity means in contact centers and how to drive a culture of customer centricity in an organization’s customer service department . I think it’s pretty simple and straight forward and not…
Do you “deal” or “DEAL” with ambiguity?
No doubt! Dealing with ambiguity is critical to being a winner in today’s corporate environment. Every single job description out there, irrespective of the level or expertise asks for the ability to deal with ambiguous situations. It’s a must for your career journey to be successful. Don’t expect things to be black & white with utmost structure…
Building your customer service brand. It’s time!
It’s competitive out there! VERY. Having a great product is SUPER important but having a marketing strategy and building a brand around the product is a SUPER- DUPER important aspect of remaining competitive in the market. Along the lines of the same fact; having a great customer service department centered around a best in class customer experience…
2016 New year customer service resolutions, how I wish!
It’s that time of the year. Most wonderful and happening time. Everyone is thinking of spending happy times with family and friends, a season of love, gifts and laughter. As we step in to the new year with a hope for more prosperous and productive 365 days, lets not forget the reason for our prosperity…
4 Strategic customer service pillars you can’t ignore
Gone are the days when customer service was viewed as an overhead and a non-value add cost center. We have come a long way from there. In today’s prevailing dynamics, an organization’s customer service capabilities can be the competitive advantage in the market place and organizations have started to build their entire brand around their customer service capabilities….
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