Picture this scenario. An employee gets hired as an Account Executive at a reputable and fast-growing startup focused on building autonomous vehicles. It’s October, the beginning of the last quarter of the year, and Sales Bootcamp doesn’t kick off until January. Like most rapid startups, hitting their annual goal is... more
Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Sales is where current challenges are discussed and in turn, promises... more
The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real. 80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain... more
There are a lot of reasons not to invest in training for gig workers. For one thing, mandatory training for contract workers is illegal in the U.S., but there’s a lot more to this story, so let’s dig into it. Most companies in the sharing economy rely on independent contractors... more
I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE earlier this month as part of the larger SAPPHIRE NOW conference, SAP’s annual 3-day celebration of business and technology, which drew 30,000 guests from more than 100 countries to Orlando,... more
My Internet Time Alliance colleague, Charles Jennings, pointed me to this interesting article by Andries De Grip, titled “The importance of informal learning at work” that has interesting implications for the design of learning experiences, particularly when employees are not desk-bound, and/or in high-turnover situations. The key is to get... more
David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, joins us to share his thoughts on how learning contributes directly to your customers’ experience – and ultimately your organisation’s bottom line results. ~~~ If you break it down, learning should be a key foundation of any... more
Are you offering your customer service team the resources they need to keep your customers loyal? In this article, I highlight eight skills that are often overlooked in customer service online training. Customer Service Online Training: 8 Overlooked Skills To Consider Your customer service staff deals with any number of... more
I’ve a personal mantra that you have to generate a lot of ideas to get a collection of good ones. It’s somewhat of a joke, as I like to believe I have lots of good ideas, but it’s also true. Since systematic creativity isn’t an oxymoron, there are practices we... more
This holiday season, the trends around gifts for adults can be classified by one word – comfort. Adults are asking for comfy blankets, super soft socks, cozy pajamas, etc. You get the idea. Some trend trackers will say this has to do with the overall world we live in. As... more
