Daniel Ord, Author at OmniTouch International - Page 2 of 11

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Posts by Daniel Ord

A man in a business suit walks across a wide black-and-white striped crosswalk, carrying a briefcase.

When Clothes Changed the Service

A painter examines a museum portrait closely with a magnifying glass, carrying an easel and paint palette, in Norman Rockwell’s humorous 1955 illustration “The Art Critic.”

How to Make Better Decisions: Stop Leading with Opinion

Arnold Schwarzenegger practicing ballet with a dancer, demonstrating his learning through struggle.

Nobody Gets Muscles By Watching Me Lift Weights

Historic black-and-white photo of a Volkswagen factory line, with multiple VW Beetles being assembled and workers inspecting and repairing the cars.

What Do You Make? (Hint: It’s Not the Customer Experience)

A whimsical illustration of the Princess from “The Princess and the Pea” sleeping on a tall stack of colorful mattresses, with a small pea visible underneath the bottom mattress.

Too Sensitive? A Service Lesson from The Princess & the Pea

A large group of runners participating in a road race on divided city streets.

Rushing to Give an Answer: What About Trust?

Two boys running a relay race as one hands off the baton to the other on a track.

When 100% Still Fails the Customer: A Mystery Shopper Lesson

German Shepherd police dogs sit in formation while a cat walks past them, testing their discipline not to react.

Yes — You Don’t Have to React

Three blindfolded individuals seated at a table, each with multiple glasses of liquid arranged in front of them.

The Customer Service Test I’d Give to a Customer Service Trainer

A plate of German Spundekäs served with pretzel sticks and sliced onions at an outdoor table.

Similarities First: A CX Lesson from Around the World

Vintage photograph of a dog listening to the horn of an early phonograph machine.

I Can Hear Your Voice: Let Your Writing Sound Like You

How to Conduct A Customer Experience Mystery Shopper Program

Fresh fish displayed on ice cubes on a wooden board, ready for sale.

When Low Service Scores Meet High Financial Results: A Mystery Shopper Story

Daniel Ord with participants during an OmniTouch training session.

OmniTouch Customer Experience Training

Group photo of Contact Center and Customer Service staff attending an OmniTouch training session facilitated by Daniel Ord.

OmniTouch Frontline Contact Center & Customer Service Training

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Categories

Being Human (17)
Contact Center (48)
Craft of Training & Speaking (8)
Customer Service (13)
CX (41)
CX–Contact Center Bridge Series (9)
Featured (11)
Leadership (11)
Life at Work (18)
Mystery Shopper Research (14)
Team Leader (7)
Training (6)

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Being Human beyond the frame coaching communication skills Contact Center Contact Center Leadership contact center management contact center metrics Contact Center Operations contact center training Customer Experience Customer Experience Strategy customer experience training customer perception Customer Research Customer Service cx leadership cx measurement CX Strategy cx training decision making empathy Employee Engagement Leadership leadership development learning and development Life at Work Metrics Mystery Shopper Research organizational culture Performance Standards Personal Development Personal Growth professional development Qualitative Research Quality Assurance quality management Service Culture service design service mindset Service Quality service standards storytelling Training voice of customer

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