Crafting a compelling customer experience: a must for business success part. 2
Customer Experience needs to be totally rewired for the digital age. Organizations need to take an outside-in approach in understanding customer interactions, invest smartly in digital channels focusing on impact, become data-driven and mesh the physical with the digital to create a continuum of experience. There are 4 basic actions to be executed: 1. An Outside-In […]
How to lead the change in the digital age
Nowadays and very often, leaders have to improvise and adapt quickly to survive and thrive in the face of the unpredictable challenges of the market. We don’t have to be afraid to try, and fail, before succeeding. It will be almost impossible to learn and adapt quickly to the changing needs of your customers and […]
Be your own consultant!
Serie de Resultados de Negocios Incremente su eficiencia, disminuya los costos, sin tarifas escondidas. “Siempre parece imposible hasta que se hace” – Nelson Mandela Herramienta #1: ¿Está usted manejando las situaciones más apremiantes y que son relevantes para las empresas hoy en día? El entorno empresarial de negocios de las compañías – independientemente de la industria – continúa […]
Customer Insights… Do they really provide an advantage?
The Goal: Learn the importance of insights and understand how you can get the most benefit of them The Tool: Customer Insights In simple terms, insight is defined as follows: “Insight is the understanding of a specific cause and effect in a specific context.” Having an insight is to experience an “a-ha” moment, the moment […]
Diagnosis: An activity exclusively for doctors?
The Goal: To understand the importance of making a correct diagnosis by asking the appropriate questions. The Tool: Organizational tools. Diagnosis is a word that has its etymological origin in Greek and even more in the union of three words of that language. In particular, it is a term that is formed by the prefix […]
If you can’t measure it, you can’t manage it…!
The Goal: Create meaninful performance measures. The Tool: We all struggle to meaningfully measure performance. We struggle because we have bad habits! We need to make measuring performance faster, easier and more engaging… You get it right the first time, not spending years measuring useless things. Practice detailed “how-to” steps deliberately designed to solve those […]
Are your projects on track and delivering on the goals?
The Goal: Develop the ability to chart an effective path of change and deliver on the goals. The Tool: The world is experiencing a fundamental shift from rewarding excellence in ongoing operations to rewarding the ability to chart an effective path of change and deliver on the goals. The discipline of Project Management provides the methods […]
Interested in long-term rewards?
The Goal: Learn that satisfy customer is not enough, they really need to be engaged! The Tool: Engagement and loyalty are the hallmark of great leadership. The long-term rewards of engagement and loyalty ultimately outstrip even the most spectacular short-term profits. We are not, however, talking about a trade-off. After all, what kind of customer, […]