We see our customers as invited guests to a party, and we are the hosts,” proclaimed Jeff Bezos in 2004. He added: “it’s our job every day to make every important aspect of the customer experience a little bit better.”
13 years on, and today’s customers are getting invitations to all sorts of wild and elaborate parties. So if you aren’t nailing your customer experience in 2017 you’ve every chance that your clients, and potential clients, will slip out the back door and wander off to the banquet next door.
Gartner defines customer experience as “the practice of designing and reacting to customer interactions so as to meet or exceed expectations and increase customer satisfaction, loyalty and advocacy.” The customer journey should underpin your strategies for sales, marketing, customer service, and more – essentially any area of your business that touches clients.
25 percent of employees leave their jobs within the first 60 days at a company, according to recent research. Imagine that. It sure makes you appreciate how crucial it is for modern organizations to focus on their employee onboarding process.
In fact, a further study shows that companies with a standard onboarding process see 54 percent greater new employee productivity, alongside 50 percent greater new hire retention.
Here, via this infographic, we’re going to uncover some more of the key stats around onboarding and hiring trends in 2017 and beyond. It should help to convince you of the importance of getting your HR tools and processes in order. Read on after the graphic and we’ll give you some helpful next steps.
The promises of what artificial intelligence will be able to do in the near future are almost inconceivable: it’ll be able to solve climate change, take over some public policing functions, and solve worldwide unemployment. However, artificial intelligence is still in its infancy: imagine a toddler who’s mastered the very basics of walking and talking, but needs help feeding himself, dressing himself, and understanding right and wrong. (more…)
It’s safe to say that blockchain has reached buzzword status. This term is used with abandon at tech conferences, in research reports, and by thought leaders. It’s now a word with implicit meaning – as in, you “should” know what blockchain is, but there’s a strong chance that the person discussing it is more confused than you are. (more…)
Customer service is at a crossroads. The convergence between humans and machines means that while businesses are trying to automate, people are craving human contact to resolve their customer service issues. Bridging the gap between these opposing forces means finding a happy medium between high tech and human touch. This is where customer analytics comes into play. (more…)