Who makes decisions in your organization today? How are they made? What is the process? How are these decisions informed? How are values included in the process? What is it important to include them?
Culture is set by the CEO. But what’s the Board’s role? How do they influence it? Or do they? I set out to see if and how the Board affects culture. In this article, I share some of my findings.
Connected customers expect seamless, consistent, and personalized experiences across various channels and touchpoints. You must know their preferences and expectations and design an experience accordingly. To deliver on their expectations, you’ve got to have a complete view of the customer journey, informed by customer and data-driven insights. How do we do this?
Metrics are always a hot topic among customer experience professionals – and among others in their organizations who love to track them, namely executives. The most-frequently-asked questions are always, “What’s the best metric to use?” or “Which metric should we use?” The next questions is then, “How do I improve the score?” I’ll address both of these in this post.
I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the clear version of Pepsi that he developed in 1992 when he was Pepsi’s Executive Vice President of Marketing and Sales. The thinking behind creating Crystal Pepsi was that, at the time, colas were losing market share to clear drinks, so let’s develop a clear drink to compete. Hey, why not?
The Net Promoter System evolved once again in late 2021 with the addition of Earned Growth, an account-based metric. But what is it? Why was this update needed? How can B2B organizations measure it? And how does it link to business outcomes?
In this post, I’ll guide you on the path to journey mapping success, to ensure that the journey map becomes the catalyst for change that it is meant to be. It’s an abbreviated version of my six-step journey mapping process.
How do you ensure that the experience with the contact center, regardless of channel, is a good one? There’s a powerful tool and process to help you understand the current state experience, provide insights into what’s going well and what’s not, and guide you in redesigning the experience of the future: journey mapping.
According to Gartner, 70% of contact center agents want to continue to work from home. At the same time, 81% of contact center leaders believe that as much as 80% of their employees will primarily be working from home in two years. The benefits of working from home are huge, for both employees and for the business.
The employee experience is mission critical to delivering a great customer experience – and your employees get it. They know what they need in order to deliver a great experience for customers – and it’s not always just training. You need to take a look at what you’re doing to ensure they have what they need before customers can have a great experience.