Growth Insights for CEOs

Generation Merge: Using Traditional Tools to Fill Digital Gaps in Customer Experience

Posted by Dana Lanham

The digital age is numbing the senses that are important to building relationships and positive interactions. I grew up watching our modes of communication evolve, but millennials and later generations have been raised with devices in their hands. Spoken voice and focused listening have evolved as people are using these tools less often and replacing them with digital. How did we get to this point, and how can we balance traditional and digital interaction so it’s not so askew? Any ideas?

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5 Ways Customer Experience can Influence Sales Growth [Infographic]

Posted by Ed Valdez

According to Accenture, the business costs of poor customer experiences can be as much as $1.6 Trillion from U.S. consumers who switch their service to a different brand or service provider. However, CEOs and companies who demonstrate a continuous pursuit of excellence in customer experience reap not only long-term customer loyalty, but also positively impact revenue growth. Tony Hsieh, CEO of Zappos, enjoys sharing the story in his bestselling book [Delivering Happiness: A Path to Profits, Passion and Purpose] about a client of his who wanted pizza late at night even though hotel room service was closed. Hsieh challenged his client to call Zappos customer service for his order even though it’s a fashion retailer – and, thanks to his customer service staff, pizza was delivered at 2AM.

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CEO’s Guide to Improving the Customer Experience

Posted by Jeff Frank

Part 1 of a 3-Part Series

"The purpose of business is to create and keep a customer."

- Peter Drucker 

With that simple, concise statement management consulting legend, Peter Drucker, captured the essence of business.  He also made it clear it all starts with the customer.  That’s never more true than today. The era of the empowered consumer, driven largely by technology, has resulted in customers demanding more of companies and wanting the experience to be delivered on their terms.

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Road Map the Customer Experience to Align Sales and Operations

Posted by Dennis Bailen

So often these days, blogs, posts and articles are written about aligning Sales and Marketing. I agree that doing so is critical.  But there is another alignment need that is often overlooked and equally critical to company growth and customer satisfaction.  The question is are we selling what we are delivering in terms of the customer experience?

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The Secret Formula to Guaranteed Customer Loyalty (L=HE^2)

Posted by Gary Fassak

As a CEO, you have traveled extensively, and probably stayed in more hotels than you care to admit. You have likely experienced different service levels -- even at high-end hotels that purport to be customer focused. Even at the five-diamond properties with white-glove service and the “Heavenly Beds,” you never quite feel at home.

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