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Service Excellence

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Think Culture Is Just a Buzzword? Think Again

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Think Culture Is Just a Buzzword? Think Again

Culture is perhaps the greatest yet most ignored profit generating engine. Unfortunately, a company’s culture is often collecting dust in employees' desks because without psychological ownership these words never drive change.

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Want Raving Customers? First Create Raving Employees

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Want Raving Customers? First Create Raving Employees

In today’s ever-evolving corporate landscape where complexity and quickening innovation cycles is a constant hurdle to growth, firms must take a renewed focus on ensuring internal health is aiding rather than hindering growth.

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Digital Transformation Redefined

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Digital Transformation Redefined

Distinctive digital capabilities is a necessity for staying viable in today's market. This article presents a holistic 9-step digital transformation roadmap that can be leveraged in creating a profitable and sustainable digital ecosystem.

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The Path to Creating Employee Engagement

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The Path to Creating Employee Engagement

Employee engagement serves as a gateway to product innovation, service excellence, and sustainable growth. However, with only 30% of employees engaged in their work significant value destruction is holding back growth.

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Customer Experience: Where Does Your Company Rank

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Customer Experience: Where Does Your Company Rank

If a company wants raving customers it first needs raving employees. The “customer experience quadrant” illustrates the key revenue and cost drivers associated with either top or bottom-quartile customer service performance.

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Are You Caught in a Growth & Culture Paradox Loop?

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Are You Caught in a Growth & Culture Paradox Loop?

Many companies experience what this articles calls the “culture paradox,” whereby a great initial culture creates growth, that growth creates complexity, complexity destroys that culture, and a poor culture destroys growth.

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Transforming The Customer Experience

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Transforming The Customer Experience

The days of being successful on merely a differentiated product are over. Simply, a world-class customer experience is equally vital to success. Explore the 9 core transformation drivers needed to exceed customer expectations.

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Sales Transformations for the Digitally Evolved Landscape

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Sales Transformations for the Digitally Evolved Landscape

Volatility is the new normal. As such, companies must disrupt themselves before others do it for them. Sales is no exception because digitally empowered customers are continually expanding sales expectations. 

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3 Steps to Improving Cross-Functional Collaboration

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3 Steps to Improving Cross-Functional Collaboration

Cross-functional collaboration is the glue that holds a company together. Without it, silos erode the culture, customer experience, and growth. Three steps can be taken to create sustainable cross-functional collaboration.

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Think You Got Everyone on the Bus? Think Again

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Think You Got Everyone on the Bus? Think Again

Many organizations foster a culture that unknowingly promotes complexity, ensuring everyone is "not on the bus." This causes significant financial and energy leakage which all stems from a "culture paradox."

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Inside-Out & Bottoms-Up: The Gateway to Organizational Health

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Inside-Out & Bottoms-Up: The Gateway to Organizational Health

Most of the areas holding back growth stem from internal obstacles rather than external market or competitive forces. An "inside-out | bottoms-up" approach can transform internal health and unlock significant growth.

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Unlock Data Insights to Drive Personalized Customer Experiences

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Unlock Data Insights to Drive Personalized Customer Experiences

Data is not the new oil because everyone has a vast data reservoir. The real oil is the ability to drive key insights out of that data. Winners will be those that draw out value unlocking insights from three key areas.

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Want Sustainable Growth? Keep it Simple

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Want Sustainable Growth? Keep it Simple

Companies must (1) engage its employees, (2) delight customers, and (3) deliver strong financial results. If the first two take place, the third will take care of itself. The EPC framework can help in meeting these goals.

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The Keys to a Winning Customer Experience

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The Keys to a Winning Customer Experience

Customer’s expectations across all industries have significantly growth over the past decade. This has left a gap between what customers expect and what they actually receive. Three steps can close this customer experience gap.