Çağla Sülün

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3 Ways to Improve Your Decision Making

To make a good decision, you need to have a sense of two things: how different choices change the likelihood of different outcomes and how desirable each of those outcomes is. In other words, as Ajay Agrawal, Joshua Gans, and Avi Goldfarb have written, decision making requires both prediction and …

Management

The Most Successful Brands Focus on Users — Not Buyers

What makes a brand successful in the digital age? A joint study by SAP, Siegel+Gale, and Shift Thinking suggests that digital brands don’t just do things differently; they also think differently. Where traditional brands focus on positioning their brands in the <i>minds</i> of their customers, digital …

Customer Experience

8 Enterprise Voice of the Customer (VoC) Tools You Should Know About

As consumer behaviors and demands continue to evolve, brands are now focusing their efforts on delivering a good customer experience, even if that’s …

Customer Experience

Managing Customer Satisfaction: The Help Desk Metrics Best Practices that You Need to Know

mohamed_hassan / PixabayWith many technological advancements in the service support industry regarding analytics and metrics, help desk managers can …

Customer Experience

AB kişisel verileri daha iyi koruyacak | NTV

AB kişisel verileri daha iyi koruyacak<p>Dünya<p>AB'nin kişisel verileri daha iyi koruyacak ve ihlalleri daha sert cezalandıracak yeni düzenlemesi yarın …

Technology Is Changing What a Premium Automotive Brand Looks Like

Many mature industries are experiencing significant technological disruption. The automotive industry is being disrupted by electric vehicles and self-driving cars, just as home appliances is being disrupted by the Internet of Things and smart appliances, home entertainment by on-demand content …

Car Tech

Creating Value Through Meaningful Experiences: How Volkswagen Australia Wins Customers And Earns Their Loyalty

When he began his first business at age 14 selling software, Jason Bradshaw quickly learned that while he did not have the resources of a larger company, he could still use excellent service to differentiate his brand. This early lesson sparked a lifetime passion to create curated experiences for …

Infographic: Why you should show loyal customers some love

Developing a long-term relationship with customers can be a beautiful thing.If a consumer loves your product and feels appreciated by your …

24 Phrases You Should Start Saying More Often in the Workplace

What can you say that will cause a colleague to gravitate toward you? What words will cause an employee to light up with a smile?<p>A recent CareerBuilder survey says 50 percent of employees would stay longer with their companies if they were recognized more frequently.<p>To pull this off takes a leader …

4 core operating principles to accelerate CX: Forrester

Forrester APAC vice-president and research director, Michael Barnes, is convinced CX leaders need to “fundamentally change” the core operating …

Customer Experience

Customer experience | Customer Experience

March 2018 – No function handles a broader range of customer touchpoints than customer care. Executives would be wise to make it the centerpiece of …

For a Successful CX You Must Have a Successful EX

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening …

The Metrics You Need to Conduct a Health Check for Customer Happiness

Every new business owner knows the pain of spending time and money on ad campaign, only to see a meager handful of sales. Growing a business, …

5 Reasons Why Your Business Is Losing Customers

Ever think about why people keep buying iPhones, even though they're so darned pricey?<p>7 min read<p>Like it or not, your business is losing customers. Recent research from McKinsey & Company revealed that only 13 percent of customers surveyed said they were loyal to a single brand. The research found …

From Journey Map to Experience

<i>Image courtesy of Pixabay</i>Customers are yearning for better experiences. But what are you doing to design a better experience?How do you know what …

What Airbnb and Strava Know About Building Emotional Connections with Customers

One of our clients, let us call it AgriCo, recently came to us with a problem: It had created an online platform for sourcing farming supplies to remote farms. The platform meant that it was easier, more convenient, and faster for farmers to get what they needed, whether it was a part for their …

Give Customers What They Need (Not What They Want)

Success in business today — in the face of constant and rapid change — means giving customers what they need. However, the mistake most people in business make is trying desperately to give customers what they <i>want</i>. The customer is king. Customers have infinite choice, and if you don’t give them …

Customers

Jeff Bezos Knows How to Run a Meeting. Here's How He Does It

When it comes to getting more out of business meetings, Amazon CEO Jeff Bezos may have cracked the code.<p>Bad meetings: We've all experienced them. Whether it's poor planning, too much talking, or lack of preparation, bad meetings waste precious time and money.<p>But Amazon founder and CEO Jeff Bezos …

What Customers Really Want: It Might Surprise You

You don't need the resources of Amazon or Netflix to make the moves that will keep your customers coming back for more.<p>With the unparalleled success of companies such as Amazon getting constant media attention, it's easy to assume that customers only want products or services that come cheap and …

26 Daily Habits Highly Successful People Have (and the Rest of us Probably Don't)

You can't get to the top by behaving like everyone else.<p>Highly successful people don't rise to the top by behaving like everyone else. They understand that achieving great things means getting more done, taking excellent care of their bodies and thinking in ways which promote greatness. Here are …

How Can You Be Sure Someone Has True Leadership Skills? Look for These 2 Rare Signs

Do you have a favorite boss story? Most likely, you found her or him displaying these two skills.<p>Every one has a great boss story. What's yours? Mine takes me back to 2005. I reported to an executive in a mid-size hospital in Los Angeles. To this day, Bruce is my favorite boss because of his …

Jeff Bezos Banned PowerPoint in Meetings. His Replacement Is Brilliant

Narrative memos have replaced PowerPoint presentations at Amazon. Here are three reasons why.<p>In his 2018 annual letter, Amazon founder and CEO Jeff Bezos repeated his rule that PowerPoint is banned in executive meetings. What Bezos replaces it with provides even more valuable insight for …

Public Speaking

Jeff Bezos: The Secret To Keeping Millions Of Customers Satisfied

We’re in the midst of a gigantic transition, where customers have incredible power as a result of transparency and word of mouth. It used to be that if you made a customer happy, they would tell five friends. Now with the megaphone of the internet, whether online customer reviews or social media, …

Jeff Bezos admits Amazon has 'the weirdest meeting culture you will ever encounter'

If you go to work as an executive at Amazon — no matter what your expertise — you'll be required to become a good writer, and a good reader, in order to lead the meetings necessary to do your job.<p>And Amazon CEO Jeff Bezos admits that this will likely be "weird," he explained during an onstage …

15 Things You Should Never Say to an Introvert

Introverts aren't magical beings full of sagacious advice who think they're better than everyone else. They make up a pretty big part of the population — one third to half of the population identifies as introverts. Introversion simply refers to the need for time alone to recharge your batteries. …

Personality

Want to Improve Your Communication Skills? Stop Saying These 25 Words.

Stop saying these words in the office. You'll improve your communication skills and your coworkers will thank you.<p>9 min read<p>For thousands of years, our most powerful tools to change the world and our surroundings have been our words. That’s still true today.<p>From the lines you hear on TV, the …

Starbucks Is Closing More Than 8,000 Stores--and Teaching 2 Important Leadership Lessons in the Process

Starbucks CEO says, "This is just one step in a journey that requires dedication from every level of our company."<p>Late last week, two Black men sat in a Philadelphia Starbucks waiting on a colleague for a business meeting. When one of the men asked to use the restroom, they were told no because …

Oracle's Modern Customer Conference Provides Plenty Of Lessons

Just back from Oracle’s Modern Customer Experience conference in Chicago. I always enjoy these conferences where experts from many different companies share their experiences and examples. What is the <i>modern customer experience</i>? The way I see it, it’s a better customer experience provided by the …

Customer Experience

The Future of Customer Experience Is AI: Are You Ready?

<i>“Man and machine always get a better answer than man alone or machine alone.” ― Ginni Rometty, CEO, IBM</i> “The robots are coming, the robots are …