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4 Customer Experience Insights from Blue Goldfish
This post was originally published on the FCR blog on September 8, 2016. Click here to read the original. Who doesn’t love free books? I’d like to give a huge shout out to Voiance Language Services...
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Reviewing The Service Culture Handbook by Jeff Toister
It’s no secret if you’ve followed my blog for any length of time that I’m a huge fan of Jeff Toister. Following his first book, Service Failure, he’s become a leading voice when things don’t go right...
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Jenny’s Top 7 Favorite Podcasts
There’s nothing like a fine morning commute, filled with congestion and hot coffee spilled on your lap…said no one ever. If you commute to work and you listen to podcasts, Or, you’re not sure what a...
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3 Insights from Winning at Social Customer Care by Dan Gingiss
This article was originally published on the FCR blog on August 29, 2017. Click here to read the original. I’ve long been a fan and regular listener of the Focus on Customer Service Podcast hosted by...
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What “Onward” by Howard Schultz Taught Me About Customer Experience
This article was originally published on the FCR blog on October 20, 2017. Click here to read the original. I have several books staring at me, begging to be read — one of which is Onward by Howard...
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5 Quotes from Chip Bell’s Kaleidoscope
This article was originally published on the FCR blog on October 31, 2017. Click here to read the original. Innovation is a term often reserved for the cool startup or the latest must have piece of...
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Must Reads for New Contact Center Leaders
This article was first published on the ICMI Blog on November 20, 2017. Click here to read the original. I’m actually a little embarrassed to admit that as a contact center leader at a small SAAS start...
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Book Review: Meaningful Work by Shawn Askinosie
It was the holiday season, I was taking some time off work, and wanted to read something outside of the normal business books I tend to gravitate to. That’s when I remembered a book called Meaningful...
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Customer Service Tip of the Week by Jeff Toister
I’ve been a happy subscriber of the Customer Service Tip of the Week email distribution list for a couple years, reliably receiving a practical bit of customer service advice every Monday when I arrive...
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Book Review: Be Amazing or Go Home by Shep Hyken
This article was originally published on the FCR blog on September 21, 2018. Click here to read the original. When I started blogging about my experiences in customer service several years ago, one of...
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3 Memorable Quotes from The Convenience Revolution by Shep Hyken
Shep Hyken has for a while been one of the top influencers and thought leaders in the customer service and experience space. And it’s been no secret that he’s long been a hero and mentor of mine. So...
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5 Favorite Quotes from “Excellence Wins” by Horst Schulze
For those of us in the business of serving customers, when Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company speaks, we listen. Why? Well, the Ritz-Carlton has long been...
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