Using Framing techniques for customer experience, we can focus the attention of people in our organizations and win the critical buy-in needed with leadership to create a culture of customer focus.

According to human psychology, the human brain cannot think in words or alphabets, it thinks in images or pictures. As customer experience leaders we need to be more proactive in creative a vision for experience rather than just empty affirmations of service.

Customer relationship management systems are now merging with social media capabilities enabling organizations to build stronger relationship with customers.

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010. Metro Bank was the…

Industry surveys point to the critical gap that exists between the quality of service delivered and kind service that customers really want. Quarterly, semi-annual, or yearly reviews of progress and accomplishments are a fundamental practice that nearly every organization performs. Taking time to review what worked and where renewed efforts are needed is essential to…

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in…