Tag: Customer Experience

Cutting Through the Complexity with Process Intelligence

In a highly competitive landscape, businesses that leverage data-driven insights to optimize, manage and automate work processes gain a competitive advantage. Making smart choices about where to implement and how to manage process automation is key. Process intelligence can help by utilizing advanced data analysis to identify processes that are best suited for automation. This […]

Fostering Employee Well-Being: The Catalyst for Organizational Success

As we marked World Mental Health Day in early October, it’s essential to shine a light on the role that employee well-being plays in creating a healthier, happier, and more productive workplace. As the war for talent rages on, it’s clear that employees are looking for factors beyond pay or benefits when choosing their employer. […]

Consider the Customer in Your HR Practices

What do employment branding, product branding, a great employee experience, and HR strategy have in common? According to Tammy Perkins, Chief People Officer at PMI Worldwide, they are all connected. When HR treats the employee and candidate experience with the dedication and care often given to customer-facing branding, the organization grows.


More Customer Service Lessons Learned from Tesla

In two previous posts, we’ve been discussing how Tesla has grown an incredibly strong brand with fierce customer loyalty. We focused on the lessons from real-life examples that can be applied to any business. We’ve discussed the first six examples in our previous posts, and here, we’ll look at the last four.


What You Can Learn from Tesla’s Customer Service

In a previous post, we discussed the challenge often faced by managers and business owners in teaching customer service skills to entry-level employees.


Customer Service Lessons Learned from Tesla

A challenge many companies face is providing a top-notch customer experience. The reason—particularly for business-to-consumer (B2C) companies with high volumes of customers—is that so many of their customer touch points come in the form of entry-level, low-paid staff, often with high turnover. Teaching these employees the basics, let alone the intricacies, of customer relationship management […]


How Keeping Employees Happy Leads to Happier Customers

Most business leaders would put increased customer satisfaction at the top of their priority list as the best driver of repeat business and sustainable growth. Each new development will be finely scrutinized to see what the effect is likely to be on customers. How will this affect their experience? How will this make their lives […]

Untethered Workforce Makes Communicating Comp a Challenge

The important lesson from yesterday’s Advisor was to view incentive compensation as a way to drive business results. Determine what is important to your customers, and then create incentive goals to support that. Divide your employees into business groups, advises Mark Mitchell, managing director of American’s Customer Experience area. Let the employees have a voice […]