High-performing companies know that every employee counts. They can either help or hurt your reputation. Customer-facing people in particular, whether engaging face to face, on the phone, chat, or email can affect how an organization is perceived. Frontline workers – those on the frontlines of customer-focused services such as hospitality,... more
Customer training is having a moment, post-pandemic. It’s long been known that customer experience is the key to customer happiness and loyalty, but training wasn’t always thought of as a part of the customer experience journey. During the early days of the pandemic, however, customer experience changed. Websites were overloaded... more
FordDirect firmly believes that good culture equals good work. Their people relationships are crucial as they work as trusted advisors to Ford Motor Company and Ford and Lincoln Dealers. Within FordDirect’s strategic organization, “Own working together” is one of their core values; so, if they’re good at working together, they’re... more
Consider this: How does your organization define success when it comes to Learning and Development (L&D)? Are your learners motivated? Productive? Do they believe in the learning you’re delivering them? Do they value flexible and mobile learning? Aligning these goals with your organization’s goals and strategy is the key to... more
Before the pandemic, if you bought a new iPhone from Apple, you could learn all about its newest features in a free class at the Apple Store. Since April, however, the in-store classes have been limited at Apple Stores. Instead the training has gone online. Apple isn’t the only company... more
The current environment has many of us feeling a bit disconnected. The global pandemic has moved a huge swath of the workforce into home offices. For many people, this is their first experience with remote work, and the longer we spend apart from each other, the more meaning the word... more
Click to enlarge It’s a great time to be a consumer (in both B2C and B2B) because there are so many innovative, exciting new products available across industries from tech to retail to automotive and everything in between. Whether it’s a new app for your phone, an electric car that... more
Click to enlarge Ah, February. It’s the month of celebrating love and romance — red roses, boxes of chocolates, a tête-à-tête over a candlelit dinner. But wait! Let’s not forget that valentines come in all shapes and sizes, and sometimes true love may manifest not just for a sweetheart, but... more
Nothing strikes fear into a training manager’s heart quite like the term “ROI.” Trying to prove to leadership that a training program is paying off financially is a daunting task — direct evidence may be scant, company leaders might not understand training, and your budget may be on the line.... more
It’s generally accepted that onboarding employees is a critical first step in their employee experience. It’s also good for the organization. As a manager, would you like a fully engaged employee or a disengaged employee? How about as a customer? Engaged employees are more productive, efficient and happier. They have... more
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