Leading with Service During the COVID-19 Pandemic
The coronavirus brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress..
Jeff Eilertsen
How to Create Customer Journey Maps That Work
Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..
The 8 Wastes of Customer Service
Here are 8 wastes of customer service—inspired by the Toyota Lean Manufacturing system as used by today’s process experts..