Entrepreneur, Founder of CSS, Inc. - CX and Client Retention/Growth Consultancy. 20+ Years Helping Clients Think Strategically and Grow with Existing Clients
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Have provided personalized advice and guidance (consulting, research, training, etc.) on 700+ engagements to help clients implement retention strategies and a culture for sustained growth
Great question! I've been working with organizations for the past 15+ years on getting everyone on the same page going the same direction - i.e., creating a healthy, high performing culture. Here are some ideas...look at a few key items - Vision, Leadership, and Motivators. Ensure there is a common, well-articulated, and easily understood Vision - it's hard to create focus without something on which you can focus. Make sure leadership is focused, encourages creativity, fosters cross-divisional collaboration, and is a little more planning-oriented such that the company can be agile without being impulsive. Finally, with motivators, look at your rewards/recognition and accountability measures to ensure they drive behaviors consistent with the vision, creativity, and collaboration. Feel free to schedule a call if you'd like to talk more specifically about the situation, the issues, and targeted/effective solutions.
Had a great call with Ed regarding training customer experience teams. I started the call knowing very little and left knowing exactly what to do next Ed is very knowledgeable and has down to earth practical experience on all things (it appears) customer service. I look forward to working with Ed in the future.
Great call. A couple new ideas that are extremely helpful to us, and other really useful insights. Very helpful overall!
Ed is truly a leader in creating and implementing customer retention and growth strategies for his clients. For 10 years, he has helped companies to become more customer-focused and customer-driven, satisfying customers by addressing their requirements and by providing high-quality, responsive service.
In the several years that I have known Ed and had the opportunity to partner with his firm to improve call center efficiency and customer service, he has been uniquely impressive in terms of helpfulness, accessibility, and support. Ed is a true professional that brings a multitude of capabilities and is genuinely dedicated to promoting results rather than simply finishing a project.
Ed is a smart, dedicated professional with great execution. He makes sure that he understands his clients' needs and then delivers with a passion! He was a joy to work with.