Why cybersecurity is one of the most critical business matters
As business operations occur; a lot of (key and crucial) information is created, collected, processed, disseminated, used, stored, and discarded; including destruction and disposal. With the dominance of technology in business, the data generated by companies is at an all-time high: Reports suggest we’re easily creating 2,500,000 terabytes of data per day. Data plays an […]
Will a business die if it does not go Digital?
Everyone wants to go digital. The first step is truly understanding what that means. Companies today are rushing headlong to become more digital. But what does digital really mean? For some executives, it’s about technology. For others, digital is a new way of engaging with customers. And for others still, it represents an entirely new […]
No gap to success: smart complaint management
Are complaints important? Why YES or why NO? It’s inevitable, inappropriate and unrespectful for a company to speak of Customer Experience without considering complaints. Complaints are an unavoidable part of any business, being on the table or not; visible or hidden; intrinsically or not, they are always there. And the way how we decide to […]
The right focus
Take a moment to think about how you feel when you phone into a call center with a question about a credit card, an issue with your car repair, or a problem with your cable. How do you feel if you get bounced from one call center agent to another in an attempt to resolve […]
A world class customer experience
Why is so important to know and improve the customer journey?
Today, our trading with the companies goes far beyond the simple act of purchasing what they are selling to us. A road map for customer experience is necessary. If companies knew how to do these, they would have loyal customers for life. The customer experience (CX) can no longer be a reaction in a company’s […]
Why to know your customers is so crucial – Now more than ever!
Photo by Clem Onojegh For a business to succeed, now more than ever, it is crucial to be able to identify the needs of your prospects and/or customer base. This is what we call the Customer Discovery Challenge and consists of knowing the answers to the next questions: 1. What is most important to your customers […]
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 […]
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 […]
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 […]
