Posts tagged Posted on B2C
How Digital Tools Can Shape Effective Employee Engagement

recently caught up with Beekeeper’s Corey McCarthy to discuss employee engagement and culture; both topics that continue to be a focus area for businesses across all industries. With the percentage of ‘engaged’ workers in the U.S., (those who are involved in, enthusiastic about and committed to their work and workplace) being reported at 34% by Gallup, there are many tools making their way into the market to help organizations increase this number ..

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Sarah DeanePosted on B2C
3 Traits of Managers Who Empower High Performance and Engagement

Billions upon billions are spent on leadership training and development and studies demonstrate that many companies plan to increase this, with priorities including growing the succession pipeline, retaining high potential employees, and fostering innovation and creative thinking. Even with all of this investment, with the state of the leadership landscape, 77% of organizations are experiencing a leadership gap. Going beyond the typical skills you associate with leadership, in 2017 …

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Sarah DeanePosted on B2C
Why Has Your Customer Experience (CX) Become Stagnant? Here Are 5 Reasons

With second half of the year upon us, many brands are reflecting where they are compared to their 2018 goals, as well as starting the processes for their planning and strategies for 2019. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.

We remembered writing about this problem towards the end of 2016 …

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Sarah DeanePosted on B2C
Customer Journeys – Dos, Don’ts, and Other Tips

Customer Journey Mapping, while having been around for quite some time, has certainly seen an increase in interest in the last few years. There are many great articles and content on what they are and how to do them.

The purpose of the Customer Journey Map is to deeply understand what your customer is trying to achieve, how they go about reaching this goal, and how each interaction they have with your company impacts them.

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The Innovative Organization: Environment, Mindset, and Behaviors

“We do innovation” or, “we are innovative”, and numerous other phrases are used time and time again by leaders to explain just how innovate their organizations are.  However, sometimes upon further discussion, sadly, you come to find that in reality they may have an Innovation Lab, rooms filled with white boards, lots of sticky notes, and sleep pods, but do not really have an environment, the people, the processes, or infrastructure in place to enable ideas to thrive, be tried, vetted, and brought into fruition strategically - for the benefit of their customers, employees, or the business.  

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Enabling the Delivery of Your Customer Support Experience

We were recently working with a company’s support organization helping them to elevate the experience of their face-to-face support services. Throughout the day we covered several topics with the engineers and managers of the support centers. While many components must come together to enable a great support experience, several barriers were discussed that hindered the engineers ability to deliver the desired experience. We thought these served as a nice reminder for

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