Archives

You may already feel you’re on “Metric Overload” (measuring customer satisfaction on surveys, getting mystery shopped, knowing your NPS, getting your CX ratings, and ensuring the ECS is A-OK). Now – based on the title of this Tip – I’m going to tell you that you have to measure MORE?! Not exactly. What I’m suggesting […]

When you retire, you get reflective. And with reflection, you sometimes come up with nuggets – words of wisdom. Brenda Fraser is a County employee retiring from 37 years of service, and in the article Face of Hernando County government says customer service, good hires were keys to success, she addresses some of the difficulties […]

Assuming something is rarely a wise course of action. If you’re a manager, you know how to manage. If you’re in a leadership position, you have great leadership attributes. If you serve the public, you are great at customer service. For anyone who’s known bad managers, bad leaders, or people in government who are poor […]