Putting ‘Customer Experience’ At The Heart of IT Service Delivery and Development.
How do you establish shared, customer-centric motivation in your teams? Group IQ is the ability of teams to perform well. Groups with high emotional intelligence outperform those with high cognitive abilities (Goleman). Harmonious groups try harder and pull together. Shared motivation provides the ‘pull’ in the same direction. So how do leaders establish shared, customer-centric […]
Spending much of my time with clients doing research, I invest time looking at how others present findings. This new information to enrich our understand hit me with a punch. For your own unfettered reaction read the short article here. This research by Morning Consult and the New York Times took my breath way. I sit here still […]
For some organizations the core objective of customer journey mapping is to reduce the loss of prospects. For others, the goal is to start understanding the experience of prospects and customers who are trying to navigate your organization. For those responsible for product and service development, it’s about uncovering opportunities to serve customers better. In […]