I’ve collated some of the most interesting quotes I have read, from the plethora of quotes that are out there. They were said by a variety of experts, thinkers and professionals, all from different backgrounds, eras and industries. However, they all have one thing in common – they all apply to daily [business] life. Whether…
Make the customer everyone’s business. The Customer is the very reason for an organization to exist. There is no need for Lean process management without customers, because there would not be any processes to manage, right? So, make customer everyone’s business, because if their wage is paid by the customer, they should think how what they do contributes to successful customer outcomes that organization should be producing. Getting rid of useless processes is more effective than tweaking them.
Anticipating Your Competitors’ Response In any extended conversation with and airline executive I’ll inevitably hear complaints about frequent flier programs. They lament: Lost revenue High operating costs Customer dissatisfaction over error and restrictions (particularly angerous with today’s social media) And just what do airlines get in return from their loyalty programs? Woefully little loyalty. Schedule…
Would you like to create better customer experience for your organization’s customers by changing your business processes? Here are seven ideas what you could do to take your customer experience to the next level:
We live and work in a transactional world where most of us experience a large number of low engagement, sound-byte type interactions in our professional and even our personal lives. It’s the rhythm of our age.
What’s the solution? How can we work better at connecting with our customers, our colleagues?
If you are looking for the CliffNotes version of this story it is quite simple – lean on your great heritage and cut costs at your guests’ expense.
The hotel’s advertising was very clear: “Each one, the greatest of them all.” You cannot create higher expectations than that. And with those expectations I booked a long awaited 4-day vacation at this luxury New York City legend. At $600 a night I could have gone to any luxury hotel in New York City. I chose this hotel. After all it’s the greatest of them all.
The reality I faced was by far different and the great expectation eventually evolved into an even greater disappointment.
How is it that great intentions of customer experience professionals oftentimes dwindle to little action or impact? Is there something wrong with the customer journey mapping methodology? Was the final map not detailed enough? Did we miss something? These factors might have made a small impact, but the real reason for the little impact has to do with the intention.
Cynicism requires a great deal of negligence to emerge in organizations. For a cynical culture to be created, it only takes one employee to start following the proven rules that will ensure Cynicism will spread into the hearts and minds of each and every employee.
Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. It does not require consensus and acceptance by all. All it takes are a few woeful leaders who will neglect their role, fail to engage employees and cynicism, and who will quickly become an essential host citizen in your corporate hallways to spread the epidemic.
Here are three ways to start spreading Cynicism:
The Criss Angel Show “Believe” at the Luxur hotel in Las Vegas was true to what Las Vegas is all about: a constant attempt to outdo your competitors….
…[Although] the cynic in me did not buy into the magic and illusions, I did appreciate the experience and admire the showmanship and the work that went into the show. Criss Angel did not take his audience for granted and did his best to deliver the exceptional experience they paid for.
*A portion of this blog post is republished with permission from SiriusDecisions, Inc. To read the full post, please visit:http://www.siriusdecisions.com/blog/a-rant-on-engagement/* I’ve got a gripe with the term engagement. I think it’s misleading. What most marketers are calling engagement is really content consumption. The content may be presented contextually; it may be presented dynamically by industry…