With consumers now firmly in charge of the digitized customer journey, the demand for prompt, accurate and personal service is critical. It is time to once again move our customer service efforts closer to those who matter most: the customer.
Among the biggest casualties of companies’ decades-long drive to cut costs has been the customer service organization. With an eye toward short-term results, many “conversations” with customers that were previously handled in-house were either outsourced, shipped overseas or both.
That no doubt pleased investors and made our finance people heroes, but it’s also had the perverse effect of placing our customer service functions even farther away from the customer, instead of closer. Continue reading →
Thanks to the explosion of information online, customers are more knowledgeable – and more demanding – than ever. Here’s how to make sure that “hyper-informed customers” also remain loyal, satisfied ones.
At the dizzying rate information accumulates online, we see a staggering rise of what I call “hyper-informed customers” – those who diligently scour social media, blogs, review sites and more to know virtually all there is to know about our products and services. Continue reading →
The wrong sounds will make you and your loved ones stressed, tired and anxious. Get expert advice for creating a healthier, more positive sound environment and have sound work for you – not against you!
Welcome to Part 1 of my conversation with Lyz Cooper, founder of The British Academy of Sound Therapy and who have spent more than two decades conducting research into sound and offering courses, training, sound therapy and music to promote health and well-being.
Conversations are the lifeblood of interpersonal communication. But, for some people, they’re the equivalent of a trip to the dentist. Here are some tips for breaking the ice and engaging in good, meaningful conversations.
I recently attended a great dinner party. It had everything you’d expect of a terrific get-together – fabulous food, interesting people and fascinating conversations all around the table.
Buying products from Amazon and ease of returning – Wow!
Being put on hold for 15 minutes during a customer support call – Terrible!
The battery lasts for 3 hours compared to the promised 5 hours – Frustrating!
We all have experienced moments of delight and despair during our interactions with “brands”. The above examples are not of good/bad products, but of “experiences” that we have around products or services that we buy. Continue reading →
Emails, LinkedIn, Facebook, and other digital solutions are great for information sharing but are killing innovation, collaboration, and efficiency in modern knowledge-based companies. It’s time to enter the era of meaningful conversation. I just rediscovered an old book that shows us how.
Just the other day I finished re-reading the New York Times bestseller, “Never eat alone,” written by Keith Ferrazzi. The book is basically a cookbook in achieving success by building and utilizing your personal network to get better jobs, more business, new opportunities, or whatever you crave in life.
The concept is simple: if you build a large personal network, the network will, over time, reward you with more opportunities in life. All you need is to plan your targets and execute your plan, and, of course, buy Mr. Ferrazzi’s book.
“Never eat alone” is about your personal success; re-reading the book made me realize that it also holds a hidden gem for the successful companies of the future. Continue reading →
If you tune into your biological clock, you can do ten hours of work in half the time and stop stress at the same time. All it takes is a piece of paper and a little understanding from your co-workers and your boss. Have you ever wondered why some of your co-workers manage to be more productive than the rest of the bunch? You know, those “annoying” elite workers that meet all their deadlines without ever working late? I must admit that it puzzled me for quite some time until recently when I discovered the hidden secret of highly productive people. All it takes is to be fully in tune with your internal biological clock. And here’s the good news: we can all learn how.
Getting in front of tech enthusiasts to understand their pain points is what helps manufacturers design products to meet the actual needs of the consumer.
As part of this approach, we sometimes survey techies at the various global events we attend to understand what needs we need to fulfill with our products. At CE Week in New York, a show that brings together media, influencers, retailers and tech aficionados alike to vet new products, we asked attendees about their daily use of headphones—in and out of the office. In doing so, we uncovered that the chief complaints are challenges for which Jabra has a solution. Here’s what we found: Continue reading →
Having worked in multinational corporations my entire career, I often wondered about my colleagues taking 4-6 weeks of holiday a year, however this was not a very comfortable concept for me.
I recently came back from a 3 week vacation, which was the longest vacation for me – ever.
I was feeling quite nervous, anxious and guilty before going on this trip. Thoughts around whether the team will be able to close the quarter on budget, who will represent me at the management meetings, what will my team think of me, what will my manager think of me etc.