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
A little more than a year ago, SAP implored other tech companies, “Don’t be creepy!” The request was in regard to data privacy and personalization (and I couldn’t agree more), but this admonishment applies in other ways as well, particularly in the area of customer experience. Since tomorrow is Halloween,... 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
One of the robust issues for organizations is purpose. It’s become a rallying cry for organizations to address the dilemma of lack of ‘engagement’. Another important promoted issue, particularly in the area of customer experience and success is ‘brand promise’. Here, it’s about an offer to the customer that’s enticing... more
The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real. 80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain... more
I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE earlier this month as part of the larger SAPPHIRE NOW conference, SAP’s annual 3-day celebration of business and technology, which drew 30,000 guests from more than 100 countries to Orlando,... more
Before I jump into today’s post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE attendees to join my session in the SAP Litmos Thought-leader Track on Wednesday, May 8 at 9AM (ET) in Room C. It will be a really fun, but insightful talk... more
Training is more than we often think it is. It’s a way to teach standards, procedures, processes. It’s also a way to lead by example to show what sort of experience you want your customers to have. It is in fact “setting the stage” for how you expect your people to... more
There is a strange dichotomy in customer service organizations. Customer service, at its core, should be joyful. It feels good to help customers solve problems, perhaps have a moment of delight, and feel better about their relationships with brands. But the truth is that those same customers, the ones we... more
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