Marilyn Suttle Ranked #3 Worldwide in Global Gurus Top 30 Customer Experience Professionals for 2026
Global Gurus has ranked Marilyn Suttle #3 on its Top 30 Customer Experience Professionals for 2026, recognizing her work in customer experience, customer service culture, and employee wellbeing. This marks continuous recognition since 2018, reinforcing a consistent focus on what HR/L&D leaders, customer service managers, and global wellness directors actually need right now: practical, adoptable…
Read MoreThe Unseen Impact of Leadership on Customer Experience
An employee spilled the beans about his boss. It was startling — especially because his boss was the doctor about to perform my procedure. There I was, clad in a paper gown when the anesthesiologist entered to get things started. Curious, I asked, “What do you think of Dr. B?” He hesitated, then spilled,…
Read MoreCustomers vs. Employees in Business Success: The Distinct Paths to Happiness
In business, happiness takes on unique forms for customers and employees. Both have a big impact on an organization’s trajectory, yet the strategies to ensure their happiness are markedly different. Happy customers are the cornerstone of a thriving business. Equally indispensable are happy employees, who cultivate a positive workplace culture. This culture naturally reverberates through…
Read More5 Things You May Be Missing When Leading a Customer-Focused Team
Creating a Customer-Centric Culture within Your Team In today’s highly competitive business world, providing exceptional customer service is vital to stand out from the crowd. Customer satisfaction is the key to success, and creating a customer-centric culture within your team is crucial to achieving that goal. To help you create a team that is…
Read MoreThe Beginner’s Guide to Customer Service: Creating a Service-Focused Culture
Have you ever experienced bad customer service? Chances are, you have, and it probably left a bad taste in your mouth. On the other hand, excellent customer service can leave a lasting impression and keep customers coming back for more. So, how can you create a culture of great customer service in your business? In…
Read MoreHow to Hop Off the Emotional Roller-Coaster with Upset Customers
Imagine this is you… It’s 3 A.M. You’re laying in bed, wide awake, as your mind replays a stressful customer blow-up from the day before. Things went from bad to worse and your nerves are jangled. It’s mind-dizzying to keep calm and composed when your emotions get triggered. Ready to get off the emotional roller…
Read MoreHow to Calm Upset Customers
How do you calm upset customers? Do you know how to calm them quickly? It helps to know this: When your upset customer is having a melt-down, they aren’t really angry at you. They’re upset that their expectation wasn’t met. It isn’t personal. Though you can take personal responsibility to manage their expectations and restore…
Read More3 Stress-Reducing Strategies to Improve Problem Solving
When things don’t go the way we want, it’s easy to get stressed out. Whether it’s dealing with a difficult task, managing an upset customer, or teaching your child good table manners, there are ways to stay calm and solution-focused. What should you do first? Catch your thoughts. Decisions that lead to stress I promised…
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