CX & Customer Success resources

After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the Service organization.

The Service Organization is impacted by “upstream” factors, including brand and product influences

“In the “fog of war” the management boardroom has a tendency to think in silos. The Customer Service silo, however, has in it grains of Brand, Product, Sales, Pricing, Billing and Delivery to name a few.  As responsible champions of individual performance, Service Professionals need top management to understand that they may be the chefs, but there is far more than the food involved in serving a perfect meal.”
It’s titled, “When the Waiter Brings Bad Food: Measuring the contribution of the Service / Support Organization in an environment of intervening external influences”. We’d really like your thoughts on feedback on it!