Don’t Let Short Term Pressure Prevent Long Term Growth
Any meaningful undertaking in a business takes time, and time is something most CEOs and executives don’t have. Specifically, they don’t have the lenience of multiple years to execute a large-scale plan or initiative. This time period is simply too long, and shareholders, owners and board members don’t have patience or flexibility to run a […]
A New Age and New Standard for Customer Experience
Perhaps surprisingly, despite the impetus on brands to deliver outstanding customer service, Forrester has reported slipping scores for 2017, and predicts other issues for 2018. As Forrester explains, new tools and transitionary technology, like artificial intelligence, are hurting brands’ customer experience delivery. Additionally, efforts to automate processes, highly aware and marketing-familiar customers and lack of […]
The Bigger Picture of Customer Touchpoints
Mapping and analyzing the customer journey is common practice for most marketers. Each point along the customer journey, from a customer’s first contact with a brand (maybe through an ad or word of mouth) to a parting interaction, is identified and analyzed as a “customer touchpoint.” Generally, touchpoints are assessed and improved on a case-by-case […]
Blind Spots: Customer Experience
When businesses promote a product or service, they focus on the key customer touchpoints when thinking about customer experience. Times like first contact/awareness of a product, purchase point, and utilizing a product or service for the first time come to mind. These are the obvious, meat-and-potatoes aspects of the customer experience marketers focus on. However, […]
What Defines Customer Experience?
Often, we think of customer experience across the entirety of the customer journey. We analyze each point and try to maximize the experience as best we can. However, all moments are not created equal. There are specific moments that leave impressions on customers. Specifically, the ends and the extremes of the customer experience stick with […]
Measurements of Coaching Effectiveness
Coaching in the workplace is central to a successful business. Happy employees, satisfied customers and continuous improvement in an increasingly sophisticated and competitive landscape are all essential benefits of a strong coaching culture. Sometimes, it can be difficult for managers and directors to know if their coaching is effective. How can they know if they’re […]
