In today’s world, you are in a contest for both customers and talent. Your business operates in an environment where customers essentially have limitless purchase choices and employees essentially have the benefits of a full employment economy. How do you compete with other employers to attract and retain talent that’s right for your business? Executives […]
Read More
How to Help Your Team Deliver Compelling Customer Experiences What is the single biggest driver of a compelling customer experience? Is it your product’s performance? Is it your customer service? Is it your social media presence? It’s none of the above. The single biggest driver of a compelling customer experience is how well your employees […]
Read More
Customer satisfaction… seems pretty obvious what it is and why it matters, right? I don’t think so. When I hear people talk about customer satisfaction, they often talk about meaningless concepts such as “meeting customers’ expectations,” which is a pretty low bar, when you consider what your competitors might be doing for customers. Or, I […]
Read More
Your Most Powerful Competitive Advantage We tend to think that our competitive advantages are based on our products’ performance, or our low costs of production. Sure, these are important, but they are not your biggest sources of competitive advantage. Your biggest source of competitive advantage: Knowledge of your customers Consider what happens if you know […]
Read More