Nathan McClellan

Customer Service and Customer Experience. You often hear these words being used synonymously. There are distinct differences, however, and it's important to know those differences and ensure you're utilizing each one properly. Ian Blotter and I dive into those differences in our latest episode of P2FR!

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🎶 “𝗜𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗪𝗲𝗿𝗲 𝗟𝗶𝘀𝘁𝗲𝗻𝗶𝗻𝗴 𝘁𝗼 𝗠𝘂𝘀𝗶𝗰, 𝗪𝗵𝗮𝘁 𝗪𝗼𝘂𝗹𝗱 𝗬𝗼𝘂𝗿𝘀 𝗦𝗼𝘂𝗻𝗱 𝗟𝗶𝗸𝗲?” As a consumer, you’ve probably felt it - services that are complex, overwhelming, and full of friction. As a provider, the real question is: 𝘋𝘰 𝘺𝘰𝘶 𝘬𝘯𝘰𝘸 𝘩𝘰𝘸 𝘺𝘰𝘶𝘳 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴 𝘢𝘳𝘦 𝘯𝘢𝘷𝘪𝘨𝘢𝘵𝘪𝘯𝘨 𝘺𝘰𝘶𝘳 𝘴𝘦𝘳𝘷𝘪𝘤𝘦? Designing a good service is like writing music: Are you creating a chaotic heavy metal solo, or a smooth pop ballad that everyone can follow? ✅ Keep steps minimal - every extra step adds noise. ✅ Minimize user effort - anticipate needs, don’t force them to chase you. ✅ Design rhythm & tempo - how many steps, and how quickly they happen. ✅ Use transitional moments - use "empty spaces" to give users visibility and control of a decision they need to make to move forward with their goals. 👍 Rule of Thumb: the number of steps in your service should be equal to the number of decisions your user has to make. No more and no less. 👉 Services, like music, are only good when they flow. Make yours the kind your users want to play on repeat. #GoodServicesareDesigned #CustomerExperience #CX #DesignThinking #Innovation

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Grateful for moments like this. 🙏 Recently, Kristy Garland shared some incredibly generous feedback that truly meant a lot to me. She mentioned that in her experience working at massive organizations, including a $24B+ global company, she had never seen the level of documentation, SOP coverage, and operational clarity that we’ve built. What stood out most to me wasn’t the comparison; it was her appreciation for something I care deeply about: making things easier for others. I’ve always believed that no one should have to struggle through figuring out systems, processes, or expectations alone. If something is unclear, we document it. If a process works well, we standardize it. If we learn something the hard way, we turn it into a best practice so the next person doesn’t have to. Operations isn’t glamorous. SOPs aren’t flashy. • But clarity scales. • Documentation empowers. • Process creates freedom. Kristy, thank you for the kind words and the outside perspective. It means a lot coming from someone with your experience. And to anyone building in a growing company: the time you invest in process, documentation, and structure does matter, even when it feels invisible. #Operations #Leadership #ProcessImprovement #Gratitude #ScalingTeams

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I speak with business owners every week who tell me they need "better reporting" or "cheaper staff." But after digging deeper, I usually find that those aren't the actual problems. They are symptoms of structural risks. The goal isn't a pretty chart; or a nice report. It’s reducing Decision Latency. If it takes you 10 days to realize a sales channel is failing, you’ve lost 10 days of revenue. If it takes you 15 days to get data on your operations, you've lost 15 days to take decisions.

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The illusion of leadership through control 🤔🤔🙄 Yesterday's town hall meeting resonated deeply with me. Our President's reminder that ownership must scale alongside our growth was particularly impactful. It truly struck a chord, as I have had similar experiences in the past. There was a time I equated control with competence. If I knew every detail, fixed every issue, and filled every gap — I thought that meant I was leading. Looking back, that wasn’t leadership. It was survival mode disguised as responsibility. It came from pressure, fear of failure, and a constant urge to prove I had it together. That mindset: • Focused too much on what’s broken, too little on what’s possible • Took things personally and lost perspective • Took accountability for the work, but ignored the culture I was shaping • Reacted quickly, but rarely with intention • Waited for others to improve while staying stuck in old patterns The shift didn’t happen overnight. But things changed when I stopped trying to be the one who knows — and focused on being the one who builds. Now I try to: • Value direction more than perfection • Let go of the need to control and build real ownership in others • Be clear, not just busy • Lead in a way that outlives my presence Still learning. Still unlearning. But I’m getting better at choosing what kind of leader I want to be — and showing up that way, more often than not. 💪 💬 What old habit are you letting go of to grow as a leader? #EvolvingByDesign #OwningTheCulture #LessControlMoreClarity #BuiltNotBossed

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1099s are easy when the system is built right. In our day-to-day work, we don’t wait for January to think about 1099s. Here’s what we do instead: • Map 1099 eligibility at the vendor setup stage • Collect and validate W-9s upfront • Classify payments correctly throughout the year • Review books with a year-end compliance lens Because of this, 1099 season becomes a reporting exercise, not a cleanup job. If you’re unsure whether your books are truly 1099 ready, happy to share how we approach vendor mapping and reviews. #1099Season #USBookkeeping #AccountingProcess Konnect Books & Taxes- Virtual CFO & USA Tax Consultants

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**Leading People Older (or Younger) Than You: The Real Art of Team Leadership** Ever felt the weight of leading someone with decades more experience—or the challenge of guiding a team member half your age? It’s a dance of respect, trust, and understanding that goes beyond titles and years. Years ago, early in my operations leadership journey, I was tasked with managing a team that spanned generations. One afternoon, during a high-pressure interval, I noticed a senior team member quietly steering the group away from a risky shortcut. His calm confidence and wealth of experience grounded us. At the same time, a much younger team member brought fresh insights on handling time that streamlined our workflow. I realized leadership wasn’t about asserting authority over age but about *listening deeply* and *leveraging strengths* regardless of who’s older or younger. That day, the team delivered results not by hierarchy, but through mutual respect and collaboration. This was another learning in my team leading journey. Here’s what I learned - - **Lead with empathy, not assumptions.** Age isn’t a box to check—it’s a lens for understanding different perspectives and work styles. - **Encourage two-way mentorship.** Reverse mentoring opens doors for knowledge-sharing both ways, blending wisdom with innovation. - **Communicate flexibly and clearly.** Tailor your approach—some prefer direct conversations, others quick digital check-ins. Meet your team where they are. Leading a team where age differences exist is less about managing generations and more about championing people. How have you navigated leading across age gaps in your teams? Would love to hear more such stories. #Leadership #Operations #BPOExcellence #CustomerExperience #ProcessImprovement

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The most significant ROI isn't on the balance sheet We spend our days discussing efficiency, quality, and output. But the most lasting impact a leader makes has nothing to do with the "what" and everything to do with the "how." A decade from now, your team won't remember the specific project deadline or the technical hurdle. They will remember how they felt in the room with you. They will remember the leader who saw them as a person first and an employee second. Kindness isn't a strategy; it’s a standard. Never stop being the leader who leaves a legacy of respect—the kind of leader an employee chooses to stay at the organization for. #Leadership #Empathy #HumanFactor #CorporateCulture #Management

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Here's the blind spot: automation can measure words and workflow, but it can't detect the emotional disconnect that makes a customer feel dismissed, even when the response was technically correct. Technology gives you scale. Human insight gives you meaning. #CustomerExperience #ContactCenter #QualityAssurance #DigitalCX

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Video support makes it easier to build trust that drives customer loyalty. In industries such as healthcare or insurance, video offers a personalized interaction that allows customers to feel valued and understood. In fact, 94% of customers rate video support as a positive experience. Download this Ryan Advisory paper to learn more about leveraging video to elevate CX: https://lnkd.in/gdRU2Xr3 ​ #TPBeInspired TP

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What I enjoy most about working within the same business network, is watching how the perception of BPO shifts. At first, executives are cautious... concerned about expectations, security, or even losing control. But when they see the results we deliver in their own industry and within their community, those fears fade. That’s when trust grows to more responsibilities, new positions, stronger referrals, and, ultimately, they realize that having a strategic ally like EXECUTEL brings value that goes far beyond cost savings.

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Most coaching is reactive. TTEC Perform changes that with live insights that help leaders coach in the moment, not after the fact. 👌 ✔️ 25% lift in team leader efficiency ✔️ Real-time coaching tied to outcomes ✔️ Stronger compliance and CSAT ✔️ Smarter coaching, faster results. See how we turn every call into a teachable moment. See coaching in real time👇 https://okt.to/f1GZhs

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