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 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 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 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 […]
November 2, 2015

A Simple 10-Item Scorecard to Rate Your Company’s Finance Pillar

Each quarter, rate your company on a scale of 1-10 (with 10 being best) on each of the following aspects of your Finance Pillar: Accounting & Reporting: How accurate is your basic accounting function? How timely do you close out your month in your bookkeeping? Timely and accurate financial information is a requirement to make sound business decisions. On a scale from 1-10 how strong is your Finance Pillar in this area? Accounts Receivable (aka: “Collections”): What percentage of your receivables do you collect on? How long does it take you on average to collect on them (your “Receivables Cycle” […]
November 3, 2015

Your HR Scorecard: Grading Your HR Pillar on the 9 Most Important Variables | Inc.com

Each quarter, rate your company on a scale of 1-10 (with 10 being best) on each of the following nine aspects of your HR Pillar: Having the Right Team: Do you have the right team on the bus with you? Do you have dead weight or low performers who really should be cut? On a scale from 1-10 how strong is your HR Pillar in this area? Having Your Team in the Right Positions: Are the team members you have all sitting on the right seats on the bus? Have you strategically positioned them to get maximum value from them? […]