Andy Schulkind, LLC

07/23/2018

I worked for a leader early in my career who always talked about taking reasonable action. He meant that a reasonable person could look at what you did and agree that while what you did wasn't "right" or "wrong," they could understand why you did what you did. By saying this to his staff he laid out some guidance and said that he trusted us.

In companies that have strong employee engagement, employees are asked to think critically, and do what's right for the company, its customers, and its stakeholders. Being engaged doesn't mean being 'present,' it's being actively attuned and aware of what's going on in the company, and what is going on with the customer, and taking reasonable action when needed.

Companies that are mature in CX, have engaged employees. You might call it empowerment, proactivity, trust, or awareness. They are intertwined and connected like a double helix.

05/02/2018

Patient Experience is important. If you are a Healthcare organization, please don't do this.

You’ve had so much to take care of after your mom died. Funeral arrangements, clearing out her home, and starting to move through the grieving

04/25/2018

Join me today at 3 p.m. today at the CX Success Summit where I'll be talking about Employee Empowerment and its impact delivering great Customer Experience. https://thrive.cxsuccesssummit.com/

03/08/2018

Is this any way to run an Airline? You bet it isn't.

You’ve probably read the headlines about United Airlines CEO Scott Kirby ending the employee quarterly bonus and replacing them with a lottery program

02/17/2018

Join me next Wednesday to learn more about Customer Experience.
http://web.greatervalleychamber.com/events/Super-Seminar-Delivering-a-World-Class-Service-Experience-1462/details

02/09/2018

Some great insights and answers.

Question from Susan C.

02/01/2018

I strongly believe that you can't have Exceptional Customer Experience without Employee Engagement. I found a great example.

As CX professionals we’re always on the lookout for organizations that provide exceptional Customer Experience combined with exceptional Employee

01/16/2018

Regrettably, we've had to postpone tomorrow's Customer Service presentation at the Valley Chamber of Commerce. We've rescheduled for February 21st. Stay tuned for updates.

01/10/2018

Please join me at the Greater Valley Chamber next Wednesday January 18. Follow the link to register. http://web.greatervalleychamber.com/events/Super-Seminar-Delivering-a-World-Class-Service-Experience-1462/details

11/17/2017

A Customer is a Jewel resting on a cushion of courtesy, dignity, and respect.