Employee Experience

Customer Experience: Beyond Better Sameness

Jan 07, 2013 8:47am

The experience customers have with your products and services are the primary driver of business growth. Unfortunately, its extraordinarily easy to make uneconomic investments in the enhancement of customer experiences. This white paper describes three things required to create highly profitable and competitively relevant experiences... that move beyond better sameness.

Seven Transitions for Marketing, Sales and Service

Jun 18, 2012 5:56pm

More than ever before, marketing, sales, and service processes are two-way streets. Customers decide when to listen, and they demand to be heard. They also control the timing and process of consumption, so companies must be able to meet customer …

Introduction to Design for Behavior – Whitepaper

Mar 29, 2012 9:51pm

Ultimately, an organization’s success is dependent on its ability to positively and profitably influence what customers do.     Influential design is rooted in deep behavioral insight.  You need to know what’s really important to people, the natural pathways they …

Getting the Employee Experience Right – Whitepaper

Mar 22, 2012 6:15pm

The experience customers have with your business is a direct reflection of the employee experience.   You can not design and successfully implement meaningful changes in the customer experience without understanding and addressing specific changes in the employee experience.   …

The Customer Experience Manifesto – Whitepaper

Mar 22, 2012 2:17pm

Seven questions senior executives should ask about how to create experiences that drive business results. This whitepaper addresses the most commonly pressing questions executive leaders have about the role of customer experience in the business. Why should customer experience be …

Empathic Delivery and the Empowered Front Line

Mar 15, 2012 6:24pm

Your front line employees ARE your brand.  The people who interact with your customers – on the phone, in the store, in the field, or online – have a powerful influence on the success of the business; whether or not …

Empathy in Action: Sustaining Success with Customers

Jan 09, 2012 11:54am

“The purpose of business is to create and keep a customer.” “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. ” Peter Drucker Its not difficult to …

Getting the Employee Experience Right: Creating Employee Experiences that Drive Business Growth

May 19, 2011 5:21pm

As many businesses are beginning to look towards economic recovery, we’ve seen a growing recognition of the importance of the employee experience. I suspect this may be a recognition of the vast amount of stress in the workforce. For many …

Customer Innovations: Creating Experiences that Drive Measurable Business Results

Jul 30, 2009 4:46pm

Are you losing too many customers or sales opportunities?    Are you experiencing too much negative word of mouth?    Are customers’ expectations changing faster than your company’s ability to stay ahead of the competition?    Do you have trouble aligning the efforts …

A World Class Hospitality Experience: Four Seasons Aviara

Jan 13, 2008 12:35am

Last month, I had the opportunity to do a keynote speech at a Maritz Customer Experience Conference.   One of the highlights of this event was a behind the scenes tour of the beautiful Four Seasons Aviara Resort.    I took copious …