successful customer outcomes

Articles

Employee Engagement and Amazing Customer Experience
Employee Engagement and Amazing Customer Experience Earlier this month I posted an article about Employee Engagement Awareness on the Rise, and more recently I noted the release of a new book, Touchpoints - Improving Leadership and Employee Engagement by Douglas R. Conant (2011), CEO of Campbell Soup Company. Recently I read the book Employees First,…
Customer Experience, Employee Experience
Employee Engagement Awareness on the Rise
Is Employee Engagement Awareness on the Rise? A review of current business articles highlighted a number of tweets, posts, and media articles over recent days and weeks that focus on employee engagement. This comes on the back of the media hype over the increase in online consumer sales, with Australian retailers being told to lift…
Employee Experience, Leadership
The Customer Is Not Always Right
No, I'm not referring here to the way we manage potentially abusive customers. You don't have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I'm exploring the gap between what a customer may request or say that they want, what they truly need, and the…
Customer Satisfaction
Book Review – “Outside-In” by Steve Towers
How to mould organisations into a way of thinking that is aligned with today's consumer to ensure "successful customer outcomes"
Advanced BPM / Outside-In, Book Reviews, Customer Satisfaction