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 […]
September 3, 2015

How to Set Up an Unforgettable Emotional Experience for Your Customer

Imagine you are tasked with setting up two friends for a blind date. You think they’ll be a great match and will get along famously. You want this to happen. Here is what you are likely NOT to say as you introduce this idea to one of your two friends: He’s 5-10, 180 pounds, in generally good shape, sees his dentist on a regular basis, is mild in nature, good breeding material, has blood type O-positive, and he likes to do Sudoku puzzles. Gee, how could your friend possibly resist such a compelling and charming description as that?! This description […]
August 28, 2015

25 Tips for Earning Customer Loyalty

As most marketers have experienced at some point, it’s one thing to hook customers, another beast completely to retain them. Improving customer loyalty should be a priority, or those customers you worked so hard to convert could vanish before you even know what happened. To avoid that, here are 25 ways to better your company’s customer loyalty. 1. Share your values. To build a strong relationship with your customers, you have to share their values. According to a study by the Corporate Executive Board of 7,000 U.S. consumers who said they had a brand relationship “64% cited shared values as […]