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 →
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.
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.
Today’s workplace is packed with distractions that keep us from getting our jobs done. It’s time to change that. “Focus on Work,” a free soundtrack from Jabra and Restworks, can help us achieve a blissful state of concentration.
You know the helpless feeling: The critical piece of work in front of you requires your immediate and undivided attention.
But you can’t concentrate. Noisy coworkers, a churning printer and the incessant whirring of the air-conditioning unit – all have overwhelmed your ability to focus.