The 3 columns that support impressive business sustainability
We need to act now if the purpose is to thrive! The new journey has begun! In Dogma, we aim to spark the fire of knowledge that triggers a form of action, because the more we know, the more we are inspired to act. And we need to act now if we really aspire to […]
The secret to deliver the best Customer Experience: Think like a Human
It is your people who create that emotion and in consequence, a good or bad customer experience. In today’s hyper-connected world, customer experience is critical to your business’s success. Global internet usage has moved from 24% to 63% since 2012 (Mary Meeker, 2022 Internet Trends) so there’s no longer a question that many customer interactions […]
Belonging or not belonging: there is no doubt about it
Have you ever experienced being the odd person out? Maybe you were in elementary school on the playground and the kids you wanted to play with did not share the same desire. Or perhaps you went out with a group of friends. They were all talking and laughing about an event you did not attend, […]
A world class customer experience
Agility: a critical competence for leaders
As ship captains set course for new lands and riches during the Age of Discovery, they were dealt a fair dose of mutinous crew members. Mutineers would become dissatisfied with the operation of the sailing vessels and leaders, and when left unmanaged, mutiny could turn into a violent overthrow of authority. We do not necessarily […]
Do you want to know which are the biggest concerns for the future of work?
The pace of change is accelerating. Competition for the right talent is ferocious. And talent no longer means the same as ten years ago; many of the roles, skills, and job titles of tomorrow are unknown to us today. To be prepared for the future you need to understand it. The new generation of […]
Why “WHY” is so important
Photo by rawpixel.com on freepik.com DID IT EVER HAPPEN THAT YOU ARE NOT GETTING ENOUGH SALES? WHY: We have not closed enough deals, customers are not interested in what we have to offer, customers prefer to buy somewhere else, we have not approached enough customers, etc. HOW: How can I revert any of the situations stated above? By attracting more […]
Sooner or later, we need to bring our workforce back: How to do it in a safely way?
As we have been discussing in our last articles, entering the New Normal is just a matter of time. But what we all must make sure is that when that happens, we must do it in a safe manner. It is a reality that organizations across the world, no matter the size or their nature, […]
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. […]
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 […]
