Not that it doesn’t matter, because it does. But you can forget the customer experience IF you neglect to take care of the employee experience. Here are several favorite quotes that capture the essence of the employee-customer experience connection. “Paradoxically, to achieve an emotionally connecting customer experience, employees come first, ahead of the customer.” Tom
Workplace engagement is a both a responsibility and choice shared by employees and employers: Employees are responsible for their own engagement in that they choose to show up in their jobs ready, willing, and able to do their best work, and Employers are responsible for choosing to foster an engaging workplace where employees are enabled
Working on new product/service development or re-positioning an existing offering? Then you can’t afford to ignore what your customers and prospects are thinking. “It’s very easy to think you are the expert on your own product. But in many ways, that’s a myth. The true experts are your customers.” Jamie Wong That’s why you need
Your brand is conveyed in everything you do to communicate and deliver your product/service offerings; i.e., what and how people think about your brand is based on the experiences they have with your business. This story illustrates how a business manager formed her impression of a company’s brand when seeking a new payroll processing firm.
The Reorganization by David Zinger They moved us, yet we were not moved. They changed us, yet we remained the same. Boxes on pyramidal charts yanked off the shelf like Cheerios from a grocery store. They morphed us into a matrix. Duties reassigned as we searched for our coffee mug that failed to move with us.
“What a good helper you are!” my mother would say to a young child carefully handing boxes of cereal from the grocery shopping cart to be placed on the check-out counter. I’ll never forget the smiles on the child’s and parents’ faces when my mother would compliment them. Similarly, smiling at the cashier and fellow
Public relations (PR) is an essential part of a nonprofit’s marketing function because it helps educate the public on the organization’s mission, increase donations, and find more volunteers. With nonprofits allocating an average of five percent or less of their budget on PR and marketing, team members have to rely on less expensive options such
Curiosity. A hunger to explore what works and what doesn’t. Respectively challenging others’ ideas. These are among the many reasons I enjoy speaking with groups of young adults preparing for leadership roles. I recall one such gathering that involved an open discussion on marketing. We talked about dealing with difficult customers (it’s OK to terminate a
[Note: This guest post is courtesy of Alison Davis, founder and CEO of Davis & Company, an award-winning employee communication firm that for 30 years has helped leading companies – such as Johnson & Johnson, Motorola Solutions, Nestle, Roche and Rogers Communications – increase employee engagement. Alison sets the strategic direction for the firm, consults with
In honor of National Customer Service Week (observed the first week in October), here are three amazing stories told by customers — all marketing professionals — who experienced and analyzed them. They represent different situations that share a common theme. Customer experience #1: “I walked into an Eckerd Drug Store to buy a sympathy card. Before