Jill Phillips | Mar 16, 2017

4 Effective Ways to Run Your Remote Customer Service Team

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power ...

Reading time: 7 min
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Employee Engagement, Customer Centricity
George Jacob | Oct 14, 2015

What Ants Can Show You About Employee Engagement & Customer Centricity

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting ...

Reading time: 4 min
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Voice of the Prospect, Employee Satisfaction Surveys, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity
George Jacob | Oct 1, 2015

A Trip to Staples: Why Employee Experience Matters to Customers

Here's a little story about how I walked out of a Staples for the last time.

Reading time: 4 min
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Customer Retention, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity, Customer Experience Improvement
George Jacob | Sep 17, 2015

Emotional Intelligence in Customer Experience Leadership

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The ...

Reading time: 5 min
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Customer Experience, Customer Engagement, Customer Feedback, Customer Experience Strategy, Voice of the Customer, Voice of the Employee, Employee Engagement, Customer Centricity, Customer Experience Improvement
George Jacob | Sep 1, 2015

Amazon's Workplace Woes, and Leading Customer-Centric Cultures

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, ...

Reading time: 6 min
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Customer Service Satisfaction, Employee Satisfaction Surveys, Customer Experience Strategy, Voice of the Employee, Customer-Centric Culture, Employee Engagement, Customer Centricity
George Jacob | Jul 31, 2015

How to Leverage Employee Feedback on Your Customer Experience

If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. ...

Reading time: 5 min
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Customer Experience, Enterprise Feedback Management, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement, Customer Centricity
George Jacob | Jun 26, 2015

4 Customer Centricity Lessons From My Visit to Costco

It’s been an eventful couple of months on the personal front. My wife and I bought a house. (Gasp!) We moved into that house. (Double gasp!) We have mortgage ...

Reading time: 8 min
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Enterprise Feedback Management, Voice of the Prospect, Customer Engagement, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Loyalty, Employee Engagement, Customer Centricity
George Jacob | May 22, 2015

How to Improve Customer Experience Strategy, One Step at a Time

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So ...

Reading time: 7 min
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Customer Experience, Enterprise Feedback Management, Customer Service Satisfaction, Customer Experience Strategy, Customer-Centric Culture, Customer Experience Management Solutions, Employee Engagement
George Jacob | May 15, 2015

What Do Customers Secretly Say About Your Customer Experience?

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear ...

Reading time: 6 min
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Customer Experience, Voice of the Prospect, Customer Service Satisfaction, Customer Feedback, Customer Experience Strategy, Customer-Centric Culture, Sales Pipeline Management, Sales Performance Management, Customer Loyalty, Customer Experience Management Solutions, Employee Engagement