Digital distractions like smartphones, social apps and clickbait articles are diverting our attention and eating up our precious time. It’s time to train our brains to tune out the “noise” and focus on what’s really important.
Remember the great “Goldfish-vs.-Human” attention-span debate?
You know. Researchers determined that the attention span of humans had declined to eight seconds, even less than that of a goldfish.
Ever wondered why our digital assistants often fail in such spectacular and hilarious fashion? The surprising answer can be found within one of the most basic human skills.
Is your digital assistant having a hard time understanding you?
You know. Like when you ask: “Is it going to rain tonight?” and get back a cheerful, “Rain. A noun. Definition: Moisture condensed from the atmosphere that falls visibly in separate drops.” Continue reading →
Increased autonomy in planning our workdays promises plenty of benefits for employers and employees alike. So why are some companies moving away from it or avoiding it altogether? Here’s how you can drive work/life integration in the workplace.
“I missed my daughter’s piano recital last night… too much work.”
I was dismayed to overhear those words while queuing up to board a plane recently. As every parent knows, missing a child’s after-school event is one of the worst feelings in the world. Continue reading →
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 →
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 →