How to create a customer-driven organization
Knowledge in Action To better understand what a Customer-Driven organization is, it’s necessary to be familiar with the different elements that are part of it; which can be represented in a hierarchy model: 1. Customers 2. Front-line employees 3. Middle Management 4. Top Management The proper place of the customer in the organization’s hierarchy is at the top. Note […]
Does your iso certification really support customer experience and employee experience?
We invite you to review and share our HOLIDAYS DEAL for ISO! We all know that retaining loyal, happy customers is the key to any successful business, but the fickle consumer world is not always easy to please. Intuitively, everyone in business knows that delivering a great customer experience is important. Conversely, the consequences of […]
The impact of iso certifications on the customer experience
We invite you to review and share our offer for this Cyber-Week!! All of us who have ever participated in an ISO certification process or any other standard, or better yet, if we were ever or are responsible for leading the certification process or maintaining it; we know how painful it is to face an […]
Journeys vs. Touchpoints
In most companies, executives know they must innovate in order to differentiate their offerings. They also know that for a long time the fragmented nature of their customer experience has been a problem, where what is usually found; is a basic journey that is performing poorly across the various functional areas and/or departments that support […]
Are you seeing the world through the customer’s eyes?
Companies have long emphasized touchpoints to enhance customer experience. But it isn’t enough; there’s a more important issue: The customer’s end-to-end journey. There is a misunderstanding. When most companies focus on customer experience, they in fact are thinking about touchpoints: The individual transactions through which customers interact with parts of the business and its offerings. […]
The secret to delighting customers: putting employees first.
This is a true story that struck at the central role employees play in delivering a superior customer experience and the organizational challenge it poses for management. “I will care about what you say when I believe you care about me,” a manager recalled one frontline worker saying to him. All leaders should understand that […]
Why employee experience is so important to customer experience?
This is a true story that struck at the central role employees play in delivering a superior customer experience and the organizational challenge it poses for management. “I will care about what you say when I believe you care about me,” a manager recalled one frontline worker saying to him. All leaders should understand that […]
We are involved in something big
“What got you here, won’t get you there” – Marshall Goldsmith The mathematical expression of the moment: More revenue = More customers = Superior Customer Experience = Great Employee Experience It can become a reality with the right leadership and strategy, leveraged by digital transformation. Sounds easy…! Is it? As individuals, customers, employees, owners or in […]
Why developing a customer experience aspiration?
To provide a distinctive experience for customers, an organization must work together around the goal of meeting their true needs. Done well, the effort can power an incredible amount of innovation. The customer experience an organization wants to provide can vary widely. For some, this transformation represents a big step, for others; that might require […]
What knowledge will you need for the future?
“What Got You Here Won’t Get You There”. Marshall Goldsmith. The business landscape is changing so rapidly that traditional management, business and computing do not meet the needs for the next generation of workers in the business world. Most traditional methods to learn are of a repetitive, rule-based nature and will be gradually replaced by Artificial […]
