Powerful: Building a Culture of Freedom and Responsibility

Everyone in customer service, from day one, should understand exactly how the experience they provide customers directly impacts the bottom line. Making that clear isn’t difficult. Every company has calculated its cost of customer acquisition, and each person who becomes a customer on another customer’s recommendation saves the company that amount

Being given a great problem to tackle and the right colleagues to tackle it with is the best incentive of all.

People need to see the view from the C suite in order to feel truly connected to the problem solving that must be done at all levels and on all teams, so that the company is spotting issues and opportunities in every corner of the business and effectively acting on them. The irony is that companies have invested so much in training programs of all

If you stop any employee, at any level of the company, in the break room or the elevator and ask what are the five most important things the company is working on for the next six months, that person should be able to tell you, rapid fire, one, two, three, four, five, ideally using the same words you’ve used in your communications to the staff and,

Perhaps the worst problem with anonymous surveys, though, is that they send the message that it’s best to be most honest when people don’t know who you are.

how often do you think companies drop the ball when it comes to customer service, despite all the talk about improving the customer experience?

the most important job of management is to focus really intently on the building of great teams.

We wanted to make sure all of our people understood where we were going and what we were doing, and I realized that an essential part of that was understanding, really deeply understanding, what the business was up against.

explicitly set the standard with their teams that it was unacceptable to talk about people behind their backs or to come to them to complain about a colleague, unless, of course, the problem was one concerning ethical violations,