The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape. Your customers may be pleased, and your employees may be engaged – but if a competitor generates enough buzz, both may be at risk for defection. Therefore, it’s vital [...]
My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain. Whether it’s navigating the complex world of insurance claims or heeding advice from the [...]
In parts 1, 2 and 3 of this series on Sales Win Loss Programs, I focused on why collecting feedback after a sales pitch is so valuable, the different ways it can be gleaned, and best practices for conducting post-sale interviews. In this fourth and final installment, I will share what you should do with [...]
In part 1, I shared the insights we believe every company should be striving to capture from the sales process. In part 2, I covered some of the most common methods companies use to acquire those insights, with our strong recommendation that every company implements a Sales Win Loss Program. In part 3 of our [...]
In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. That prediction still holds true today as study after study confirms that customers will pay more for good customer experiences, and loyal customers reward good customer experiences by buying more and spreading the word to their network. But [...]
Lessons Learned from Schindler Elevator Corporation’s eNPS Program When you step into an elevator today, look down. More than likely you are taking a Schindler product every day and don’t even realize it. That’s because the company is one of the leading manufactures of elevators, escalators, and moving walkways. To keep you and I moving [...]
In part 1 of this blog series, we shared the wealth of knowledge we believe every company should be striving to capture from the sales process. I haven’t met a business leader who would pass up the opportunity to learn so much about how their company and offering is perceived versus their primary competitors. Today, [...]
With more people turning to technology to improve their learning experience, the EdTech industry is poised for significant growth. It also means potential competitors are cropping up every day - targeting your existing customers and prospective customers. With all this jostling for market share, it is important to keep a close eye on the customer [...]
I believe that most companies fail to capture powerful insights that should be acquired from the sales process. The opportunity is often squandered, largely because what’s learned after you win or lose a sale isn’t shared beyond a salesperson or the sales leader. Understandably, most sales teams are laser-focused on generating revenue by closing [...]
In today’s digital world, it’s incredibly easy to find helpful resources and how-to guides that enable us to succeed in our roles with just a few keystrokes or taps on our smartphones. With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending [...]
