Poor employee experience is likely the root of more bad customer experiences than are likely measured in most organizations. After decades in the industry, we have seen this countless times. …
Kristine LewisMay 18, 2022
Blog
An Employee Confidence & Customer Experience Booster “We don’t rise to the level of our expectations; we fall to the level of our training.” -Archilochus How you onboard new employees…
Kristine LewisFebruary 24, 2022
“The times they are a-changin’.” Bob Dylan wrote those words back in the early 60s, and now in 2022 I can’t help but wonder if anyone could’ve predicted just how much more the times would…
Kristine LewisJanuary 25, 2022
When my children were small and would misbehave around Christmastime, I would remind them that Santa was watching. This (usually) worked. These days, parents may use Elf on the Shelf who not only…
Kristine LewisDecember 17, 2021
The 2021 Dilemma: How to Provide a Great Customer Experience Despite Shipping Delays and Supply Chain Shortfalls Holiday Hustle to Avoid Customer Hassles It’s no secret. Retailers in the United…
Kristine LewisNovember 24, 2021
In the midst of so many people suddenly thrust into the world of working from home, I’ve had a number of people ask recently how long I’ve been officing from…
Jared HardwickApril 14, 2021
I recently had the opportunity to talk about employee relations (ER) issues in the customer contact center with the Human Resources executive responsible for talent acquisition and organizational development for a Fortune…
Bryant RichardsonJuly 21, 2020
It was the best of experiences. It was the worst of experiences. Okay, that’s a little dramatic. It was actually a good customer experience with AT&T that followed a poor experience. I know, you…
Bryant RichardsonOctober 15, 2019