Powerful Lessons in Innovation

Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality.

The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in only 10 years! How did they do it?

Did you know?

55% of consumers state that having their issues resolved faster via reduced wait times, quicker responses, etc. would improve their next customer experience.

32% say the same about having a more personalized experience, where it feels like the agent knows them.

Half (50%) state that having additional ways to contact customer service, such a live chat, would improve their experience.

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Source: Cogito Survey, 2023

More Insights from Brad

What standout cultural trait do you see in the most effective contact centers? It’s a question I’m often asked. But before I throw my thoughts into the ring… what would you say?

An engaged workforce? A customer-first focus? A strategic mindset? These are all great answers. And fortunately, we don’t have to focus on one to the exclusion of others.

Here’s my take. I notice a different mindset in the most effective contact centers.

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment.

Celebrating progress along the way is essential (and it sure makes things a lot more fun!).

Whether the wins are big or small, celebration provides some significant benefits...

Last Month's Edge of Service

Gallup’s Employee Engagement Bombshell:

Why I’m Not Buying It

Read Issue #53

Resource Spotlight

ROI Calculations Tool Kit

Use this worksheet to build a repertoire of methods you can use to quantify the returns you'll realize when making improvements to customer experience, and the risk and costs of doing nothing.

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LinkedIn Learning Course

Customer Experience Leadership

Learn how to establish, maintain, and continue to improve upon customer experience. Brad covers how to communicate your vision and goals and how to engage your employees in building CX success. He explains how to boost the strategic value of listening, telling your customer’s story, and building a culture of customer advocacy. Learn how you can build on the momentum to rally support for investments and chart your direction.

Watch This Course

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