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Some of the top contemporary mantras we hear in any industry have to do with ‘customer centricity,’ ‘customer experience,’ and ‘customer focus,’ among others. However, it appears that several, if not many, do not clearly understand what it really means. |
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Friday, 15 February 2008 |
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For most companies, branding is about positioning, advertising, packaging, and catchy logos and slogans. That is not enough. Branding in today's marketplace is about the total experience a customer has with your products or services. It is about enticing customers, gaining their trust, and making the experience so pleasant that they are proud of their choice and will tell others about it. |
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Tuesday, 12 February 2008 |
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JoAnna Brandi hates to generalize, but I am beginning to think the service givers, especially here in Florida are suffering from a disease I call E.D.S. - Empathy Deficiency Syndrome. Some of the symptoms include apathy and an amazing ability to look right at a customer and not see a thing. The other peculiar indication of this syndrome is the inability to use the words "I'm sorry" or calming phrases such as "I can understand how that might be upsetting." |
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Tuesday, 22 January 2008 |
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Employers across Canada must adapt to a generational shift that is transforming the labour market, warns a leading workplace researcher. And companies that don't "get it" will be replaced by new ones that respect the changing wants and attitudes of young employees |
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Thursday, 17 January 2008 |
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WestJet Airlines has topped the annual list of Canada's 10 Most Admired Corporate Cultures of 2007. This year's study also found Canadian senior executives increasingly sensitive to the key role corporate culture plays in business performance. |
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Tuesday, 15 January 2008 |
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As Howard Schultz comes back to drive the day-to-day activities at Starbucks, the question is, "Will he become one of only a very small handful of returning CEOs who successfully can repeat the magic he brought to the market at the inception of his business?" |
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Monday, 14 January 2008 |
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Gen Y has created a need for a cultural overhaul that has not been this dramatic since women entered the workforce en masse. We need the talent and creativity this generation brings, especially when you take into consideration the looming employment gap occurring from the outflux of retiring Boomers |
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Friday, 11 January 2008 |
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Happy New Year! It's 2008, and the race for the customer continues at a fast clip. To win, you have to realize that it's a relay of sorts: Every department that impacts your customer throughout the lifecycle of that relationship must hand the baton off smoothly. |
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Thursday, 03 January 2008 |
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Some bosses act as though they're allergic to humor, bristling when employees joke around in the office and fretting over the line between humor and harassment. But Chris Robert, assistant professor of management at the University of Missouri-Columbia's Robert J. Trulaske Sr. College of Business, says joking around on the job can actually have a positive effect on productivity and employee retention. |
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Wednesday, 07 November 2007 |
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A great customer experience is one of the most important elements in today’s shrinking world, where customers have infinite choices at their disposal. Customers simply expect more than just a good product or a low price; they expect to be treated well. By providing an excellent customer service experience consistently, companies can win and retain the loyalty of their clients. |
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Wednesday, 07 November 2007 |
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