Eighty-six percent of customer service decision-makers say that a good customer experience is one of their top strategic priorities. Sixty-three percent say that they want their customer experience to be the best in their industry. Yet how many companies deliver a good customer experience? You can count them on your fingers. We all know that a bad service experience has quantifiable negative impacts, as measured by monitoring the wallet share of each customer over their engagement lifetime with a brand. But when is a service experience good enough? A recent Harvard Business Review blog says that “delighting your customers is a waste of time and energy, and exceeding customer expectations has a negligible impact on customer loyalty. Customers just want a simple, quick solution to their problem.” What
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Management wasn’t discovered, it was invented! “Management: The process of dealing with or controlling things or people” – Wikipedia Diffusion is natural process, if controlled – it isn’t diffusion; precisely what Management does. I don’t mean that it’s weird or toxic – just that it doesn’t emanate from nature. “Management” isn’t a tree or a river. It’s a telegraph or a transistor radio. Somebody invented it. And over time, like most inventions – from the candle to the cotton gin to the compact disc – lose their usefulness. Management is great if you want people to comply – to do specific things a certain way. But it stinks if you want people to engage – to think big or give the world something it didn’t
You believe you nailed the interview; your answers were just as you rehearsed: honest and concise. You went home feeling pretty good about this one. But something goes wrong. You don’t get a call back. There is no offer. Though, I recommend being honest and to the point; certain answers are not only turn offs and may also display negaive attitude. lets see some of the answers I have heard, and also learn to reframe those. “I just need someone to give me a chance.” “I am eager to start this assignment; how do I stack up to other candidates you’ve interviewed?” __ “I’m tired of working where my boss is a jerk.” “I’m focusing on opportunities where I can build a mutually beneficial mentor-based relationship.” __
The rise of tabs (such as the iPad) has changed the playing field in profound ways for marketers and those who do not adapt to the new environment quickly will miss important opportunities in the marketplace. Eye-opening research from Adobe and Bizrate/Forrester provides the following insights: from BizRateInsights Usage of tablet computers is on the rise. Recently, the size of this user sector shot up from 9% to 12% in just one month, following the introduction of the iPad 2. Current research suggests that 26% of computer users who do not own a tablet computer now plan to buy one within a year. (Bizrate/Forrester.) Tablet buyers have desirable demographics. These buyers tend to have higher household incomes, and are more likely belong to the Baby Boomer or
A lot of people have flown on Singapore Airlines, and even people who haven’t flown on Singapore Airlines know that particular airline to be the gold standard in customer service. The Strategic winning game of the airlines is taught in B Schools all over the world as case studies Today, Singapore Girl is considered synonymous to great customer service and an image to the very brand. And so it’s important for us to understand what they’ve managed to do really, really well. There are two ways that you can compete in the airline industry. One is on price and the other is on service. Most airlines compete on price, and they tell passengers that they can get the best deal by flying on that particular
They say, the intelligence of a speaker is much less than the collective intelligence of listeners. Well, if this holds true, any class is more intelligent than the professor! That’s precisely the underlying concept of any Unconference. While the conferences are still popular among Indian events, I see un-conferences coming up at a relatively faster pace than that happened in the west. I have attended more conferences in last couple of months than ever, and have also experienced how conventional speakers aren’t comfortable in one! What is an Unconference? An Unconference is a participant-driven event, where the attendees actually create the agenda. The methodology to create and facilitate an Unconference is drawn from Open Space Technology – a methodology first developed by Harrison Owen and subsequently shaped by