Beyond Philosophy

JUNE 27, 2020

Never Let a Good Crisis Go To Waste. I am fond of an old saying that goes like, “Never let a good crisis go to waste.” Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the “new normal” in business will offer.

Customer Experience 79

Customer Experience Presentation 2020 Consulting 79

Doing CX Right

JUNE 27, 2020

What does it mean to humanize business? How do you differentiate brands beyond price? What are ways to ensure employee happiness so that they deliver customer excellence every day? What does great leadership look like to build a customer-centric business culture? I answer these questions and more on Engati’s podcast. Watch my video interview below.

Customer Centricity 52

Customer Centricity Employee Experience Leadership Culture 52

SurveySparrow

JUNE 27, 2020

It’s been a while now since we all went the remote working way, given the ongoing COVID-19 pandemic. While for some organizations this has been a smooth transition, many companies are working really hard to stay connected with their remote teams, scattered across the globe. Working remotely, if managed efficiently, does have great benefits – Employees who work in remote teams enjoy greater flexibility and autonomy, leading to greater motivation & productivity.

Culture 52

Culture Connections Communication Entertainment 52

Doing CX Right

JUNE 27, 2020

What can energy suppliers and utilities learn from leading tech firms about driving customer happiness? Consumers are expecting the same speed and clarity of service and vendor responsiveness from their utility providers as they experience with their online shopping, taxi bookings, and fast food orders. There are clear steps that Energy & Utility companies can take to improve customer happiness, which Sarah Nicastro and Stacy Sherman discuss on her Mindfuel podcast.

NPS 52

NPS Books Customer Satisfaction Customers 52

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