Is customer experience everyone’s job? Yes… and no. It’s a little too easy to state that it’s everyone’s job because then it becomes way too easy for it to become nobody’s job. Without leadership, customer experience is a nice idea but never executed. The best organizations focus on customer experience... more
Selling is hard. There, I’ve said it. Sales reps and sales managers have difficult jobs and it takes a special kind of person to be willing to go into a sales career whether it be B2B or B2C selling. It’s even more special to be good at it! Sales reps need... more
There is a common refrain (dare I say, excuse?) from teams who don’t see themselves as dealing with customers. They say: “But I’m in accounting/learning and development/logistics. So customer experience issues don’t really apply to me and my work.” I beg to differ. And strongly! First, what is this customer... more
The Automotive industry has undergone substantial changes in the past several years with the introduction of advanced robotics and other manufacturing technologies. Add to that ever-evolving safety and environmental regulations, on which workers require regular training to remain informed and compliant. As a result of these ongoing changes, the global... more
You’ve heard it for the past few years; we’ve entered the Experience Economy. Brand loyalty is now built primarily on the experiences a company delivers to consumers. They buy, re-buy, and recommend based on how the company makes them feel above all else. Today, customer experience is more powerful even... more
A little more than a year ago, SAP implored other tech companies, “Don’t be creepy!” The request was in regard to data privacy and personalization (and I couldn’t agree more), but this admonishment applies in other ways as well, particularly in the area of customer experience. Since tomorrow is Halloween,... more
We joke about the way some people can just get things to go their way simply by being them. You know, that guy Joe, he had no business getting that meeting with the big client, but he basically charmed his way in! We often forgive the leaders of smaller, local... more
Litmos is honored to take home the Gold Best Advance in Leadership Development Award in Brandon Hall Group’s 2019 Excellence Awards. We partnered with TTEC in this award submission because there truly isn’t anyone else who has innovatively used learning technology to create a leadership development program the way TTEC... more
Salespeople are notoriously tough. They have to be: it’s their job to hunt down prospects who will buy from them. They endure a lot of rejection along the way, and some sales compensation models still mean that a salesperson’s salary is dependent on their sales commission, meaning reps have to... more
Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019: “Worldwide, CEOs agree they need... more
