What is the value of a happy customer? Quite a bit. According to research, hanging on to existing customers boosts your bottom line: a 5% increase in customer retention can result in an increase in revenue of between 25 and 29%. It’s also much simpler (and less expensive) to keep... more
Your customer service agents are the face of your organization. They nurture relationships with existing clients, troubleshoot your products, and are available to answer questions whenever a customer needs to get in touch. Being a friendly voice on the phone isn’t always an easy job. Some problems are hard to... more
They generate your organization’s revenue, they’re the face of your company, and they work hard to grow your company. Clearly, being in sales isn’t a walk in the park. The job is notoriously high-burnout; sales representatives face looming sales quotas, potential rejection, and the need to make commissions on sales.... more
High-performing companies know that every employee counts. They can either help or hurt your reputation. Customer-facing people in particular, whether engaging face to face, on the phone, chat, or email can affect how an organization is perceived. Frontline workers – those on the frontlines of customer-focused services such as hospitality,... more
FordDirect firmly believes that good culture equals good work. Their people relationships are crucial as they work as trusted advisors to Ford Motor Company and Ford and Lincoln Dealers. Within FordDirect’s strategic organization, “Own working together” is one of their core values; so, if they’re good at working together, they’re... more
Consider this: How does your organization define success when it comes to Learning and Development (L&D)? Are your learners motivated? Productive? Do they believe in the learning you’re delivering them? Do they value flexible and mobile learning? Aligning these goals with your organization’s goals and strategy is the key to... more
Before the pandemic, if you bought a new iPhone from Apple, you could learn all about its newest features in a free class at the Apple Store. Since April, however, the in-store classes have been limited at Apple Stores. Instead the training has gone online. Apple isn’t the only company... more
The current environment has many of us feeling a bit disconnected. The global pandemic has moved a huge swath of the workforce into home offices. For many people, this is their first experience with remote work, and the longer we spend apart from each other, the more meaning the word... more
