When it comes to customer loyalty, it’s all about emotion. In just one short year, Gartner predicts that the average person will have more conversations with bots than their spouse. While chatbots aren’t necessarily “taking over” our business and personal lives, the digital experience has become addictive. Technology has enabled... read more →
Apr
26
Apr
24
Are you investing the same effort into your employer brand as you do your customer-facing brand? A strong employer brand attracts and retains employees, turns them into advocates for your company, and differentiates one organization from the next. Companies that ignore the need for employer branding are silently stating, "Our... read more →
Apr
22
Finding great people is one of the biggest challenges for organizations. In today's fast-paced business environment, most of us spend the majority of our waking weekday hours at work, so recruiting great talent isn’t just good for business, it’s essential to fueling a positive workplace culture. The more evolved businesses... read more →
Apr
10
The launch of the automotive dealership Business Development Center (BDC) marked an immense change in the traditional model. Prior to BDCs, phone call management was at the mercy of sales employees who were typically focused on the “here and now” in person interaction. The advent of the BDC model was... read more →
Jan
10
Negative customer experiences are generally the water cooler chat of service experiences, but there's plenty of good stuff fueled by employees who go out of their way to delight customers to talk about! Walking to a gate in an airport is as habitual and routine as it gets when you... read more →
Jan
01
What’s your preference? More material “things” or more experiences? Things come and go, experiences are etched in our minds and become memories. Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. 80% of companies believe they deliver “super experiences,” unfortunately there’s a perception gap... read more →
Dec
09
According to a recent Driving Sales Customer Experience Study, 56 percent of customers said they’d buy more often if the process was not so difficult, and 99 out of 100 buyers expect their car purchasing experience to be “hassle-driven.” In fact, most of us have our own personal examples of... read more →
Dec
05
"We value our employees. They are our #1 resource." "Our employees are responsible for making this company great." Sadly, clichés like these are spoken all too often in organizations with cultures that are anything BUT employee-centric. Unfortunately, some leaders prioritize backwards, first ensuring that investors are pleased, followed by taking... read more →