Heather Lee

About Heather Lee

Heather is a customer experience sage, as guru was taken and her colleagues said sage fit better with her spirit anyway. She is passionate about empowering front line teams to bring their authentic selves to the brand they represent, all with the goal of delivering a stand out customer experience. A world-class customer herself, you can find her shopping and eating her way around the globe.

How to Use Micro-Connections to Create Happy Customers Over the Phone

By | 2017-03-13T09:22:30+00:00 March 7th, 2017|Customer Experience, Root Blog|

How I Learned About the Best Croissants and Moroccan Food in Queens In early February, I wrote about the powerful micro-connection I had with an agent at Atlanta’s Hartsfield airport. It was clear to me – based on that experience and several others – that this airline is very focused on in-person interactions. But, I wondered [...]

Customer Experience Lessons from the Super Flock (and yes, I’m referring to chickens)

By | 2017-02-09T10:43:26+00:00 December 13th, 2016|Customer Experience, Root Blog|

3 Tips to Practice Today Have you heard about the super-flock of super-chickens? In her TED talk called “Why it’s time to forget the pecking order at work,” Margaret Heffernan, internationally known business expert, explores the concept that the most successful teams have a strong sense of what she calls Social Capital. The idea is [...]

Two Questions to Drive Customer Experience

By | 2017-02-13T10:26:15+00:00 October 27th, 2016|Customer Experience, Root Blog|

What’s your favorite brand or retailer? I can hear many of your responses: Starbucks (or Dunkin Donuts if I’m in the Northeast – or Biggby if I’m in my hometown of Kalamazoo, MI) Nordstrom Chipotle or Qdoba My local restaurant/bar/hardware store/etc. Or the granddaddy of them all – Disney Whether I ask managers or front-line [...]

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