Customer Loyalty Programs: A Crucial Part of ROI-centric Strategies

Let’s face it, when all is said and done, sales revenue is the lifeblood of your business. Without sales, there’s nothing to talk about — no bottom line, no ROI — nothing! Unless the company has stable, low-cost customers buying repeatedly, it’s unlikely you can achieve and sustain the P&L's…

The Future of Professional Development

Regardless of where a company resides on the continuum of professional development for their employees, most agree that people (employees, customers, and others) are intrinsic to a company’s success. Today’s businesses know that investing in professional development for their employees is one avenue for reaching people important to their success.…

The Importance of Omnichannel Consistency in Customer Experience

A customer experience that is consistent across all channels has been shown to lead to an increase in loyal brand ambassadors, positive product reviews, and happy social media sharing. And that makes intuitive sense — if your prospect is consistently happy from the first contact onward, without frustration or confusion…

The Perception Gap: Getting from Expectation to Reality

Sure, sales numbers matter, as do those key CX metrics you've been measuring (right?). But that’s not all. You need to take a step back from the numbers to understand the nuances. What factors drive those key metrics? (And are you even measuring the right customer experience metrics?) Are your…

Can We Measure the ROI of Improved Customer Experience?

As many as half of CX leaders are not properly able to quantify the impact of customer experience on crucial business metrics like revenue or LTV. This is problematic. How can you justify the cost of building your game-changing customer experience program if you can’t clearly demonstrate its value to…

The Season of Churn: Pandemic-Influenced Employee Turnover

There’s no doubt that the pandemic was a bombshell, throwing the world as we knew it into chaos. It introduced the reality of social separation, shutdowns, remote working, almost zero travel, and wearing masks both indoors and out — along with the extra burden of organizing our kids’ home education.…

How Developing Webinars Develops Employees

As a marketer responsible for organizing and managing webinars for demand generation and thought leadership, you no doubt have your registration and attendance goals, you're focused on creating appealing content, and you're on the lookout for effective ways to keep the audience engaged. Webinar project management is certainly complex, from…

Feedforward, Not Feedback

There’s a new buzzword making the rounds within business development circles: feedforward. It’s a relatively new approach which flips the traditional performance review model on its head: rather than focus on past performance (i.e. feedback), leaders and managers should focus on future success. The idea is that since feedback has some…

Long-term Impacts of Pandemic-style Work

COVID-19 upended the ways in which we work. The pandemic sent millions of people home to work — and these are the lucky ones who kept their jobs. With ongoing news about different variants, we can’t say it’s over. Yet amid the uncertainty, businesses are trying to regain a sense…

How Work-Anywhere Momentum is Impacting Recruiting

The year 2020 changed many work environments and how jobs get done. Human resources teams weren't alone in scrambling to make a pandemic pivot. However, the widespread, rapid adoption of a work-anywhere approach continues to have reverberations for recruiting and hiring. Around the world, work environments are again opening their…

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