Coalitions (formal or informal) can drive e-learning excellence
In this infographic, I found my eyes opened to the possibilities of joint e-learning development/implementation across two or more related/non-competitive organizations. It seems like a good idea for organizations to share e-learning costs, and in the process, gain some benefits relating to business process savvy. I like it - now, how do we operationalize it?
Your Operating Model a Factor Influencing Customer Experience
In this brief article, and more based on speculation than any hard research, the role of the operating model of a business as an influencer in creating favourable customer experiences is highlighted. If you have everything and everyone locked down real tight, it's not that likely that a favourable customer experience will be easily crafted. People - and customers - need to be empowered as one of the critical characteristics of a positive customer encounter (or "delight").
Promptness and Sincerity Key To Responding to Bad Customer Reviews
This brief article first emphasizes the importance of tracking unfavourable customer reviews - and social media monitoring, word of mouth, all "voice of the customer" initiatives - need to be harnessed for you to get that complete picture. When something does go amiss, the key points are to not respond when you are still emotional, to reply promptly, courteously, and with sincerity. Simple advice that sadly remains poorly taken. Don't forget - when businesses respond well and properly to complaints, data suggest that the customer will actually become more loyal. Because we all crave fairness, and want someone to trust!
