Journey to Customer Experience Excellence
Blog post by Deborah Eastman on July 22, 2014
I’d like to share my observations to help illustrate that embarking on a “Customer Centric” journey is just that, a journey.
The Eureka Moment of Ideas & Idea Management
Blog post by Robert Brands on July 22, 2014
It is really important to fill the innovation pipeline with ideas from many different sources in your business: associates, sales, and of course R&D. It is also increasingly important to expand ideation outside of internal teams and company departments.
Want to develop your people? The 4 things you need to know
Blog post by Heather Foley on July 22, 2014
With an improving economy and an increase in job availability, the people on your team have greater choices of where they work. If any of them choose to leave, the cost of finding, hiring, training and trusting …
Confusion About Metrics
Blog post by Dave Brock on July 22, 2014
I recently read an article from someone I respect, “Revenue Is Not A Metric.” To be honest, I was confused–as I read the article, there was some clarification–”revenue is a result….” As I usually do, when I …
The World’s Leading Industry For Tone Deafness
Blog post by Jon Picoult on July 22, 2014
There isn’t a lot of love out there for financial services companies. This was underscored most recently with the release of The Reputation Institute’s annual survey of consumer perceptions. For quality of reputation, financial services came in …
Kimpton Karma: Good Data Going Full Circle
Blog post by Bryan Pearson on July 22, 2014
When a person’s actions decide the fate of future existence, we call it Karma. When the sum of a company’s data is used to improve the future existence of both its customers and itself, we can call …
When is a Carry On Not a Carry On?
Blog post by Peter Psichogios on July 22, 2014
A carry on piece of luggage is not a carry on when you are flying the airline Air Canada Rouge. I woke up and it was still dark and I thought I was having a nightmare but …
How apologies influence consumer behavior
Blog post by Steve Curtin on July 22, 2014
Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers at the University of Nottingham’s School of Economics in the United Kingdom …
Top 5 Power Words to Use in Selling Documents
Blog post by Kalli Gilbert on July 22, 2014
What’s in a word? Aside from the visual, communication is pretty much our only means of expression, and without words (written, spoken…what have you), our unique personas would certainly pack a lot less originality. And frankly, it’s …
One-Sided vs. Two-Sided Arguments
Blog post by Jack Malcolm on July 22, 2014
When presenting your point of view, should you adduce only the arguments in your favor, or those opposed as well? There are several good reasons for presenting a one-sided argument. The first reason is focus; it’s so …