This year’s Black Friday didn’t see a crush of eager shoppers at every big box store in the nation. Very few people waited all night for doorbusters or fought over merchandise in crowded store aisles. In fact, due to concerns about the coronavirus, most shoppers stayed home on Black Friday.... more
Tired of listening to your customer service team gripe about “more training?” It’s a common problem for customer service leaders, but one that is very fixable, if you change the perception of why service agents need to engage in continuous learning. It may take a bit of convincing and perhaps... 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
Is customer experience everyone’s job? Yes… and no. It’s a little too easy to state that it’s everyone’s job because then it becomes way too easy for it to become nobody’s job. Without leadership, customer experience is a nice idea but never executed. The best organizations focus on customer experience... more
The Automotive industry has undergone substantial changes in the past several years with the introduction of advanced robotics and other manufacturing technologies. Add to that ever-evolving safety and environmental regulations, on which workers require regular training to remain informed and compliant. As a result of these ongoing changes, the global... more
As the global economy rapidly changes, Australia’s manufacturing industry is evolving to remain competitive. The manufacturing sector in Australia contributes $100 billion in gross value to the national economy. Manufacturing organisations must, therefore, be innovative, adaptive and flexible, as a key part of this thriving economy. Sounding like an important... more
What do you use as a basis for evaluation of employees? It’s easy to have a simple measure, such as customer rating, and compare employees on this basis. And this would be wrong for many reasons. Instead, you should have multiple measures and a clear idea of what ‘acceptable’ is.... more
Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019: “Worldwide, CEOs agree they need... more
Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Sales is where current challenges are discussed and in turn, promises... more
Last year, model and cookbook author Chrissy Teigen put in a grocery order with a shopping service. She ordered 5 limes. She received 5 bags worth: 200 limes. Teigen’s response to this overabundance of limes was both good-natured and delicious; she made key lime pies, documenting the event on Instagram.... more
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