Communication disconnects, above all, have negative impacts on customer retention rates. And these disconnects abound across the workplace. All you have to do is listen and observe. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. As a result,… [Continue Reading]
Communication Disconnects negatively impact Customer Retention
Are You chasing Realistic Goals or Workplace Squirrels?
Setting realistic goals often are your last priority at the beginning of each fiscal year. You do it to yourself. I do it, too. And the organizations we work with are right there, alongside us. In very short order, it is far too easy to become exhausted. Chasing bright shiny objects – squirrels which pop… [Continue Reading]
Focus on these 3 areas for your Happy New Year Strategy
A Happy New Year Strategy keeps your own professional development front and center throughout the year. Otherwise, it is too easy to be distracted by drama, disruptions and other people’s ideas of how you should spend your workday. Happiness is easier said than done. How many business models and workforce structures holistically prioritize happiness as… [Continue Reading]
Artificial Customer Conversations beget Artificial Customer Experiences
Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening. Are customers talking to bots and responding to prompts via digital… [Continue Reading]
Workforce Profitability retains Customers
A solid workforce profitability strategy ultimately retains customers. Does your organization or association even consider the value of this strategy? I didn’t think so. At least not yet. The majority of organizations view the individuals within their workforce as a group of individual, unrelated, often competitive departmental cost centers, rather than an interactive and collaborative… [Continue Reading]
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