About Jonathan Beretta

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So far Jonathan Beretta has created 17 blog entries.
24 January, 2022

A Mature Customer Experience Program is a Business Imperative in 2022

By |2022-01-24T13:51:24-07:00January 24th, 2022|Categories: Customer Experience|Tags: |

Over the past two years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor & supply chain shortages, and pandemic-related disruptions. Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay [...]

29 January, 2021

Guide Customer Success Teams to Successfully Close the Loop with Customers

By |2021-02-01T14:41:04-07:00January 29th, 2021|Categories: Customer Experience|

I think we would all agree - customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. This happens because few capitalize on the feedback in such a way that it resonates with customers and enhances [...]

20 July, 2020

Taking Your Customer Advisory Board Virtual

By |2020-07-20T15:59:33-07:00July 20th, 2020|Categories: Customer Advisory Board|

Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have been raised about the best way to proceed with your CAB, or if you should pause the program entirely. As with many customer experience programs, [...]

6 April, 2020

Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

By |2020-04-30T09:10:40-07:00April 6th, 2020|Categories: Company Culture|Tags: |

More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the [...]

18 February, 2020

The Best Workplace Perk Is Giving Your Employees a Voice

By |2020-04-30T09:13:58-07:00February 18th, 2020|Categories: Employee Engagement|Tags: |

Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the employment landscape thankfully looks much different. Today, the need for workers far outweighs the number of viable applicants for [...]

22 February, 2019

How to Successfully Adopt Employee Net Promoter Score in Your Organization

By |2020-04-30T10:02:21-07:00February 22nd, 2019|Categories: Employee Engagement|Tags: |

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 [...]

26 February, 2018

How Do You Get Employees to Take a Survey?

By |2018-03-21T15:21:50-07:00February 26th, 2018|Categories: Employee Engagement|

Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the survey process is designed and implemented. This also means it is critically important that your survey achieves a high level of participation to ensure [...]

22 February, 2018

Top Pillars of a Successful Employee Feedback Survey

By |2018-03-21T15:22:01-07:00February 22nd, 2018|Categories: Employee Engagement|

Employee engagement and loyalty are vital to any business’ success. And, these are fast becoming the behaviors that distinguish successful companies from those that fail. But if you’re not capturing employee feedback, be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. That’s because the information gleaned from these programs help [...]

11 December, 2017

Does Emotional Intelligence Affect Employee Engagement?

By |2018-03-22T15:26:04-07:00December 11th, 2017|Categories: Employee Engagement|Tags: |

I grew up reading Gary Larson’s The Far Side comic strip, and find myself using examples of those snippets of life lessons often in my career as a Voice of the Customer / Voice of Employee consultant. One comic that I reference the most depicts a boy pushing as hard as he can against a [...]

24 April, 2017

How to Mature Your Customer-Centric Culture

By |2018-03-21T15:31:04-07:00April 24th, 2017|Categories: Employee Engagement|Tags: |

One of the essential elements for maturing a customer-centric culture within an organization is empowering employees to proactively seek out and address customers’ needs. This makes it critical to develop employee behavior with a customer-centric focus. Doing so will encourage employees to be responsible and accountable for their workplace performance. The story I’m about to [...]

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