applied know how
Can you get people — including yourself — to start behaving in a new away?
We know what you’re thinking — people resist change. But the facts are not quite that simple. Babies are born every day to parents who, inexplicably, welcome the change. Think about the sheer magnitude of that lifestyle adjustment! Most people would never willingly agree to start working for a new “boss” who woke them up twice a night, screaming, to demand they perform trivial administrative duties.… Read more
A critical challenging facing business leaders is where to find insight into the future. More than that many don’t actually know what insight really is, or isn’t. Many look toward the obvious and call it insightful
Insights are essential for creating a sustainable business. Not only are they the cornerstone of the design and innovation process, but they light the way forward identifying what to do next and act as catalysts for creating new value for customers.… Read more
In the last of a series on customer services, today i”l outline four things you CAN do to reduce the effort needed for customers to enage with you.
I think I’ve made the case that its reducing dissatisfaction that drives better performance than providing more WOW moments to increase satisfaction.
In a customer care situation, whether it’s on the phone or through self-service options, some of the key problems that affect the customer’s ability to quickly resolve problems include:
Research found that customers who faced low effort getting problems resolved were 94% more likely to repurchase and 88% more likely to increase spend.… Read more
A key skill relevant to leaders at all levels is the ability to positively influence people in such a way that others follow you and act willingly —as opposed to complying because of the “authority” you hold from the organisation.
Other corporate roles, such as in finance, in marketing in HR in communications, are built primarily around the ability to influence others without direct responsibility.… Read more
I’m working more and more on assisting companies improve their skills of persuasion, inside their organisations.
This is definitely a key skill relevant to leaders at all levels. the ability to positively influence people in such a way that others follow you and act willingly —as opposed to complying because of the “authority” you hold from the organisation- is more and more sought after. … Read more