Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. This is the new reality, and for many, it can be a daunting prospect. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert […]
DO YOU STILL NEED SALESPEOPLE? Read More »
To win customers in this new world, brands have to learn to become part of the customer’s story, rather than the other way around. Here are some steps to become a story inspirer. When I notified them that they compete with drug dealers and not with other teams in the UK premier league, they almost
It’s No Longer Your Story: Why Marketing Needs A Dramatic Makeover Read More »
In business, there are two things you can’t have enough of. The first one is obvious and known to all: revenues. Ask any business owner or salesperson, and they will share with you this harsh truth. It seems like an endless pursuit of an ever-increasing revenue target with very few breaks in between. Just as they meet their target, a new, higher
Why Gratitude Is As Important As Revenue Read More »
A few years back, we launched a nationwide study of over 30,000 adults, employed full- or part-time, to better understand employee engagement. We gave participants a list of statements to explore what factors played the most significant role in their engagement at work. The study’s results added depth to our previous work that showed engaged
Cultivating Change Resilience with Active Engagement Read More »
There are various reasons change programs fail. A few years ago, we asked 422 executives from companies of all sizes and industries about their change initiatives. The participants were asked to list the reasons they believed their initiatives failed. Surprisingly, 62% cited poor communication, 54% claimed insufficient leadership sponsorship, and 50% blamed organizational politics or
Cultivating Change Resilience with a Core Cause Read More »
If the past two years taught us anything, it’s reaffirmed what we already knew to be true — change is a constant, and resiliency is the path forward. The last few years have been particularly challenging for customer experience (CX) leaders. There is growing financial pressure on CX teams to provide ROI of initiatives and
Cultivating Change Resilience Starts with You Read More »
“The right customer is right, and many customers are taking advantage in ways that are very much not right. Running a business with such over-sweeping statements is not only unhealthy and unprofitable, it creates significant pressure on employees who are forced to chase such generalized clichés that are disconnected from their reality. As such, they
The RIGHT Customer Is ALWAYS Right Read More »
I am going to make this a short article. Because any truth that is too long and complex is suspiciously hiding something. A recent Wall street journal article At Ford, Quality Is Now Problem 1 described the major fall for a company that for two decades declared Quality Job #1. The new leader for quality
The Simplest, Undeniable Truth About CX Success Read More »
Customers are and always have been different and segmented. Do airlines treat their 100,000-mile fliers the same as those who fly a couple of times per year? Should a luxury car manufacturer treat their $200,000 customers the same as their $50,000 customers?
The Next Evolution in Customer Experience – High Impact Customers Read More »
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