Research has already established that strong employee engagement is crucial due to its relation to reducing the costs of employee churn, as well as driving strong customer loyalty. The term is...
Embracing a customer-first mindset across the organization is certainly a wise business strategy. But building a thriving customer-centric culture doesn’t happen overnight. Who will lead the effort?...
Recently, I purchased customized t-shirts online for our team to wear at an upcoming volunteer activity. Unfortunately, when I received the shirts a week...
When organizations first look to increase customer satisfaction, many jump immediately to new technology or...
A friend of mine recently gave a letter of resignation to his manager. To say his boss was stunned was an understatement. As one of the top performers in the organization, the manager labeled him...
Achieving true customer centricity requires participation from employees across the organization. Customer interactions don’t occur just with customer service personnel.
Recently, I met a woman who has worked for the same organization for nearly twenty years. Pretty impressive considering not too long ago many companies struggled to survive resulting in some pretty...
