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helloInternal Communication Does Create Customer Experiences
Internal Communication Does Create Customer Experiences

Internal Communication In my role as an operations consultant, one of my primary goals when on a client assignment is to ascertain the level of internal communication across departments. I believe this is important as the level of service received by the paying customer is directly impacted by how well internal departments communicate with one […]

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helloChange Implementation Does Create Customer Experiences
Change Implementation Does Create Customer Experiences

Change is a natural part of any vibrant enterprise. New services or products can certainly contribute to a company’s bottom line. An important item to consider when making changes is the implementation strategy necessary to ensure a positive impact on both customers and employees. My Dad had a saying when I was a kid – […]

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helloSilence is not Golden in Customer Service
Silence is not Golden in Customer Service

I have witnessed this phenomenon more than once during both my corporate career and as a consultant. Team meetings are conducted without employee input. Even when prompted with “Does anyone have questions comments, employees are reluctant to speak up. The one sign that employees are either afraid of what may happen should they speak up […]

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helloprocess documentation
Detox Your Culture for Better Customer Service

As a consultant, I get the opportunity to spend hour upon hour inside client companies interacting with employees at all levels. The one thing that stands out most is the different company cultures and the impact on the customer’s experience. I have witnessed employees interacting with one another in a jovial manner. I have also […]

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