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.
CEOs can be strikingly different: Consider the even-keeled personality of Apple’s leader Tim Cook vs. the intensity Steve Jobs possessed. Or compare the flamboyant Richard Branson of Virgin Group to the demure Satya Nadella of Microsoft. But dig beyond the outward show and take a deeper look at successful CEOs, and you’ll find characteristics that are striking similar. However, do you yhink all CEOs lived silver-spoon lives on their way to the corner office? Think again. From paper boys to oyster shuckers, these A-listers started somewhere: The bottom.