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How Progressive Companies Redefine Innovation by Being Purposefully Disruptive
In the dynamic landscape of today’s business world, the term “disruption” has transcended from a mere buzzword to a fundamental principle driving innovation. Progressive companies, those at the forefront of change, understand that disruption is not merely a byproduct of innovation—it is the catalyst that propels them into uncharted territories, fostering growth and pushing the boundaries of what is deemed possible. There is a symbiotic relationship between progressive companies and disruption such that true innovation is inseparable from the ability to disrupt the status quo. Disruption refers to a radical shift in an industry or market that upends traditional business…
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The Compassionate Connection: Translate Genuine Care to Customer Loyalty
In a market where every brand is under scrutiny, showing genuine care for customers is a necessity, not a choice. It’s the cornerstone for building trust, nurturing long-term loyalty, and ensuring growth. Customers can easily discern authentic concern from a brand. It goes beyond resolving issues when things go wrong; it’s about creating an environment where customers feel valued at every touchpoint. The hurdle is in cultivating a culture of care within the organization. While some employees naturally take ownership and go the extra mile for customers, others may deflect responsibility. If unchecked, this disparity in attitudes toward customer support…
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Loyalty Is the Missing Link in Customer Experience
Loyalty management has moved on from the days of rewards and campaigns offered by your local supermarket. It’s now a fundamental component of a successful customer experience strategy for both business and consumer buyers. Two weeks ago I had the chance to attend the big handshake loyalty event in Amsterdam to meet with the people leading this market. As a seasoned CRM expert I was surprised to discover four key things about loyalty management: In an experience economy world we live in, we should pay more attention to loyalty management. Listening and discussing with loyalty professionals, it became clear to…
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Voice of the Customer Programs Need to Become Proactive
Everyone has some form of feedback program in place. Most, however, are to put it politely “lacking in sophistication and provide little if any value”. I am perplexed that in 2023, after almost two decades of activity, so many companies that I speak to are still naïve when it comes to capturing and using feedback from their customers. There is so much that can be done without necessarily a lot of cost and effort that would transform the value companies get from their feedback program(s). Addressing simple yet fundamental topics such as these three below can make a huge difference:…
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Start Unlocking the Incremental Value of a WFO Suite
Wouldn’t it be great if an agent with only 2 minutes left on their shift doesn’t get routed a complaint call that will likely take at least 5 minutes to resolve. Wouldn’t it be great if an agent whose recent evaluations show they are struggling with upsell calls doesn’t get routed a qualified lead only to fail again.
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The Research Dilemma
An overwhelming amount of research by multiple leading analyst companies means business leaders, especially software company leaders, find it hard to pick the right research to inform important strategic decisions. The main messages may be getting lost in a sea of endless perspectives that can change each year. Organization leaders are making 100s of business affecting decisions every single day. So, guidance from written research or an analyst is now viewed as an essential part of the important decision process. Over the last 40 years many analyst companies have surfaced producing wave after wave of thought leading research and models…
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The $12 Trillion Experience Economy Opportunity
The global experience economy is projected to reach $12 trillion by 2028, up from $5.2 trillion in 2019. It’s time for your technology to realize this potential. In the last decade we’ve seen a fusion of advances in AI, Robotics, IoT, Genetic Engineering, Biotechnology, Quantum Computing and more. Innovation that is now powering the experiences in our everyday lives and it’s a big deal. In our homes, in our pockets on our wrists, or as other wearables, as well as through our everyday desktop or chosen ‘sit on the couch’ and browse devices. Experience is everything. Innovation should be based…
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The Era of the Super CMO
It’s the era of the Super CMO!
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Microsoft Teams + Contact Center. Does it Actually Make Sense?
Microsoft Teams is being used as an endpoint for contact center agents. But does it make sense?
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Scaling Up The Connection Between Employee And Customer Experience
The value of having happy, engaged employees is obvious: Engaged, satisfied staff deliver better customer service, which drives business success. Yet, creating the experiences that make employees feel good remains elusive for many businesses, as highlighted in recent Gallup research: With the recent year’s tidal wave of resignations and millions of jobs currently unfilled, businesses are understandably rethinking how they retain people and keep them engaged. More than ever, employees are looking for opportunities to succeed and feel good in their roles. They want to feel that their job is important and that they’re valued. As the Great Resignation continues, employers…
