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Contributed Articles

Creating a Customer Insight Strategy

Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. At least, thatís my experience. As a small contribution to fill this gap, let me share a few reflections on what I have found helpful to consider when creating a customer insight strategy.
[Full Article]   Apr-30-2015

 

How The Wrong People Get Promoted And How To Change It

Have you ever quit a job just to get away from a bad boss? If you have, it turns out youíre in sizable company. According to a April 2015 Gallup study, one in two U.S. workers have at some point in their career felt compelled to make that same difficult choice. But Gallup also discovered what distinguishes the very best managersónew and truly groundbreaking insight into the talents, motivations, and practices of bosses who make workers want to stay. Here are five of the most significant findings of the report.

[Full Article]   Apr-30-2015

 

Training Tenured Agents on New Techniques and Technologies

One of the most challenging parts of organizational change is the requirement to train seasoned employees on new systems or processes. And the main reason up-skilling and re-skilling of experienced employees is so difficult? Fear.

[Full Article]   Apr-10-2015

 

Zappos gives employees exit prize if culture change is turnoff

No job titles. No traditional bosses. No conventional corporate hierarchy. It might sound nice, but would you really want to work there? Thatís the question, essentially, that Zappos is asking its employees after experimenting with a radical approach to management.

[Full Article]   Apr-06-2015

 

Why Customer Experience Excellence Requires HR Engagement

People are at the center of providing or receiving customer experiences. And itís commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. So, it stands to reason that Human Resources (HR) departments have great potential to influence customer experience (CX).
[Full Article]   Apr-06-2015

 

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