to-create-outstanding-customer-experience-leaders-have-to-do-this 
The Belding Group
JUNE 3, 2021
If you are a leader in the healthcare sector, the best time to start developing your team’s adaptive resilience was fifteen months ago. The second best time is now. If you are in any other occupation, the time is still now. Shaun Belding | www.shaunbelding.com.
Inside Customer Service
OCTOBER 28, 2021
"How do you define leadership?" Finally, he just shrugged and admitted defeat—he didn't have an answer to give. You could ask a 100 leaders to define leadership and you'll likely get 100 answers, but they'd all be different. It's hard to become a "leader" when everyone defines leadership differently. What is leadership?
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Inside Customer Service
MAY 20, 2021
The books require a special type of discounted postage called media mail, so I have to go to the counter to buy it from a postal clerk. All three have a different way of processing a media mail postage request, yet all the books arrive safely to their destination. More people have to wait for more time as a result. Here's why.
Execs In The Know
APRIL 26, 2023
Organizational transformation is a hot topic for CX leaders and business executives alike. After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. And that’s where organizational transformation comes in.
Service Quality Institute
MARCH 12, 2024
In 1979 I developed Feelings, the world’s first customer service program. It was released in January 1980 and millions of people throughout the world have gone through the program. We have 5 versions of Feelings. Together, these elements form a blueprint for not just meeting but exceeding customer expectations.
Intercom, Inc.
JUNE 16, 2020
For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. At the forefront of this move, from what businesses want to what customers need, are support teams.
Steven Van Belleghem
NOVEMBER 21, 2023
Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. But this doesn’t have to be your organization’s reality.
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