customer experience Archives

Are You Making This Tragic Accountability Mistake?

by Karin Hurt | Aug 5, 2019 | By Karin Hurt, Courageous Cultures, Winning Well | 0 comments

Have you ever noticed that lack of accountability is contagious? If you know your boss is paying close attention to your results (and how you achieve them), you’re more likely to be absolutely certain that your team is doing the right thing, at the right time....

A Remarkably Easy Way to Get Better Customer Feedback

by Karin Hurt | Apr 17, 2019 | By Karin Hurt, Courageous Cultures, Customer Service, Winning Well | 0 comments

Do you have a good way to tap into the customer feedback your employees are hearing every day? Are your frontline employees trained and equipt to be true customer advocates? Do they feel like their voice is being heard? If you’ve been following our blog for a...

Transforming the Customer Experience and Great Customer Service: A Frontline Festival

by Karin Hurt | Oct 18, 2018 | By Karin Hurt, Customer Service, Frontline Festival | 0 comments

Welcome to the Let’s Grow Leaders Frontline Festival on customer service. We asked thought leaders from around the world to share their very best post on these topics. Thanks to Joy and Tom Guthrie of Vizwerx Group for the great pic and to all our contributors! ...

Teachable Moments: Learning to Win Well the Hard Way

by Karin Hurt | Oct 4, 2016 | By Karin Hurt, Communication, Winning Well | 6 comments

When I told “John” what I did for a living, he chuckled. “Oh, I learned how to be a good leader the hard way.” Don’t we all. It’s often our most klutsy moves that teach us how to Win Well. John’s Story Here is...

What To Do When The Customer is Wrong

by Karin Hurt | Jun 29, 2016 | By Karin Hurt, Customer Service | 3 comments

The only problem with the concept, “The customer is always right,” is that sometimes they’re wrong. If you’ve been in any kind of customer-facing position, I know you’re with me. Sure, there are many, many circumstances where the only...