October 23, 2015

7 Habit Changes That Will Rock Your Business in Unexpected Ways

When was the last time you changed anything that you did in your day or anything in your company, especially something that isn’t working well? Change isn’t a one-time thing. But small changes done regularly in business can have a huge impact. Did you know that Toyota became a huge multinational corporation in part due to its unique and innovative process improvement system — a system based on continuous change? Yes, the huge corporation was itself once a scrappy small business. In the 1940s, it developed something called the “Toyota Production System.” In the Toyota Production System, small, continuous improvements […]
October 21, 2015

The elements that matter most in the retail customer shopping experience

When it comes to shopping behavior, price is always a key motivator. However, to sustain a customer’s loyalty over the long term, retailers often find it valuable to focus on the customer experience. But which experiences are most important to shoppers? And how likely are they to influence a change in behavior? Which are the most profitable areas for retailers to focus on and which are the least? According to a recent Customer Experience and Impact study, sponsored by Synchrony Financial, there are four key shopping customer experience elements, out of 27 tested, that rose to the top. Moreover, 53 […]
October 20, 2015

Which Map Is That: Selecting the Right Customer Journey Map

People call different types of map, customer journey maps. Of course this makes it confusing when you’re talking to someone about what you’re trying to achieved. So today I’m going to layout the different types of map and where each is used. Why you would use a Journey Map? First things first: what do you use one for? The general goal of a journey map is to document the journey that a customer takes when interacting with an organisation. Understanding this journey is not nearly as obvious as it sounds. While you may think everyone in the organisation has a […]
October 16, 2015

5 Ways To Sabotage Your Customer Experience

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. Were asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen. Time is limited and people are pressured. But if youre not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling their 10 zillion Twitter followers why your company (and you) stink! Watch out for […]
October 13, 2015

How to Turn Your New Hire into a Great Employee

Finding a new hire takes a lot of time and money. In fact, it costs an average of $13,996 to replace an employee in private industries, according to the Center for American Progress. In some industries, it can cost as much as double the salary of the departed. That’s why you want to take the time to turn your new hire into a great employee. Here are ten things you can do to transform your new hire into the high-performing employee of your dreams. 1. Prepare for the first day Fifty-six percent of new hires think about leaving when there […]
October 7, 2015

6 Ways to Increase Employee Engagement Right Now

It’s no secret that unhappy employees can have a serious impact on your company’s bottom line. From lost productivity to lowered quality of work to retention costs, it’s estimated that disengaged employees lose organizations between $450-500 billion each year. That’s a whole lot of moolah. However, the opposite is just as true, and an engaged workforce can dramatically improve company returns. In fact, the Harvard Business Review found that in comparison with dissatisfied workers, happy employees: Are 31% more productive Generate 37% more sales Are 3 times more creative Adding Pep to Their Steps So if it seems obvious that […]