Today's businesses are rapidly introducing new roles into the C-suite to address emerging technology and challenges in a digital, online age and to better manage their talent. Here are seven new faces you're likely to see in the C-suite.
There is no doubt that 2014 will be the year when technology will potentially dominate the world of customer experience. But should it? The danger is that we can all too easily focus on the widgets and whistles and forget how humans actually make decisions—through their emotional connection with a brand. We are of the view that the experience should drive the technology—not the other way around.
Drive Customer-Centric Employee Behavior With Rewards And Recognition
Many companies tie rewards to a rise in either Net Promoter Scores (NPS) or customer satisfaction scores. Unfortunately, that's exactly the kind of mistake that leads employees and partners to game the system. Porsche discovered that its stellar NPS was the result of dealers offering freebies to customers in exchange for higher scores. Similarly, when it noticed that satisfaction scores and comments didn't match, music retailer Guitar Center had to retool its rewards and recognition system to prevent store associates from massaging customer survey results. To be successful, the process for ensuring your rewards and recognition should reinforce customer-centricity, rather than tempting employees to game the system.