January 28, 2014 Would You Pass Zappos’ Culture Test for Commitment? Do you screen people during hiring to ensure that they possess your core values? If you don’t, everything you’re building is on shaky ground. Customer interactions will always vary between great experiences delivered by passionate people and mediocre ones delivered by the rest. Read Full Post
January 23, 2014 Tools to Evaluate Your Customer Experience Stages How purposeful is your company in working together to determine the experience it delivers to customers? All too frequently the customer experience is the unplanned collision of deliverables between silos. An experience that’s knit together through the life cycle isn’t really thought through. These efforts fall prey to being inwardly focused definitions of contact points by the silos. Read Full Post
January 21, 2014 Audit Your Performance: How Do You Believe? Belief a core competency in beloved companies. Evaluate your company’s ability to believe, and determine how close you are to becoming a company that earns devoted customers, loyal employees, and business growth. Read Full Post
January 16, 2014 Do You Trust Your Customers and Employees? Beloved companies believe their customers and employees. This trust enables a company to encourage innovation and partnership. Employees are free to create moments of truth and deliver a unified customer experience. Read Full Post
