The CXPA defines a Voice of Customer program (VOC) as a program with a coordinated series of measures, observations, data, surveys, and two-way conversations across multiple sources, all of which surface the customer’s perspective of the organization. (CXPA 26). To…
I firmly believe that my primary role as a manager is to find ways to grow and develop my employees. To date four of my direct reports have been promoted within the organization. There are a few who have left…
Woot woot!!! Giving a quick cheer to my team for being recognized for the 2018 CASE Circle of Excellence – Innovative Alumni Programs. We picked up a silver for the work that we’ve been doing on customer engagement. Way to…
Where do you begin? You’re the expert in your department on customer engagement, yet alumni are engaging with your brand across the institution and with each other at events. Your volunteer leaders represent the brand the experience they have with…
So often we get wrapped up reacting that we don’t notice what’s happening right now. As a helpdesk, we are constantly on the lookout for the next thing that will disrupt the normal flow. What did the faculty say about…
Managing seven part-time help desk employees is tough. The key to success is communication and keeping them, our team, updated on what’s happening. When I worked in retail, the staff was all part time, with the exception of the managers.…
Today I went to the dentist. The last time I was there she told me we were going to watch the cavities. I only have one filling and remember how excruciating it was when I got it. I’ve been anxious…
Yesterday United Airlines wrote a letter of apology for the way that they treated a customer (full report) when they had him forcibly removed from his seat due to an overbooked flight. The full text of the message can be found…