Customer experience is a memory. An impression that can stick in the mind for a minute or a lifetime. A positive experience can result in lasting loyalty, endorsement, and evangelism. A poor experience, on the other hand, can almost instantly mean the end of a brand relationship.
PwC reports that 79% of customers rate customer experience as the most important component of the purchasing decision after product quality and price. According to this research, 59% of consumers who love a brand are prepared to forsake it after having a series of poor experiences. The firm also claims that 17% will walk away after only one bad experience. Needless to say, this is concerning for any business.
In order to create amazing customer experiences, companies need to ensure that they have the appropriate bedrock in place to enable brand and culture to be successfully integrated. In this article, we will discuss the three primary foundations – purpose, promise, and values.
In every organization, there will be people that you find to be “difficult”. The question is how to navigate these people in a productive way and that doesn’t cause excess stress for you or your team. What can you do? What you do say? What do you ignore? gothamCulture’s Chris Cancialosi discusses this topic with Wanda Wallace on VoiceAmerica Business Channel. Click here to listen!
Anyone who has ever attempted to lead change in an organization, regardless of its size and complexity, will attest that it’s not for the faint of heart. One simple attestation to this is the countless number of books and articles written on the topic.
While organizational change can be difficult, regardless of the circumstances, it can be particularly challenging to create change in organizations that have long-standing histories and deeply embedded cultural norms, beliefs, and assumptions. Organizations that are solidly grounded in legacy and that place significant value on an enviable history oftentimes have the most difficulty creating change. This is especially true when these organizations are attempting to create transformative change (completely disruptive) as opposed to evolutionary change (small slices of change over time).
As the speed of technological innovation continues to increase and as competition to deliver better, faster, and with less down time continues to be a deciding factor in who wins and who loses in the software game, it is important for organizations to take a research-based approach to digital transformation. Over the last five years, DevOps Research and Assessment(DORA) has been studying the practices that drive higher software delivery performance, termed software delivery and operational performance (SDO).
To-date, DORA has surveyed over 30,000 technical professionals globally (~1,900 this year alone) and has begun to understand, from a quantitative perspective, what high-performing technology organizations do and don’t do to drive their dramatically better performance. Read More…
There is no shortage of research on the impact that boards can have on the performance and profitability of the organizations they serve. In today’s business context, boards face higher expectations, increased scrutiny by the community, press, politicians, and the street, and significant increases in the velocity of demands of their attention. These realities create a need for boards to be as effective as possible in driving profitability for the firms they serve. Board inefficiencies and lack of effectiveness are simply not something that organizations can afford. Setting up boards for success starts during the recruitment process and some recent research sheds some light on how to make this process have greater positive impact. Read More…
Chris Cancialosi’s article was just published in July’s issue of TD at Work.
How do organizations not only survive, but thrive in today’s new operating environment? By developing resilience and agility. Knowledge transfer is critical to this, and talent development practitioners are positioned to help companies prepare. In “Knowledge Transfer: The Key to Organizational Resilience and Agility,” Chris Cancialosi details:
what knowledge transfer is and why it is critical to organizations’ resilience and agility
the role of effective knowledge transfer in the future of work
ways to develop and strengthen an organization’s ability to effectively transfer and manage knowledge.
If you have worked in the professional world as a leader for any length of time you have undoubtedly found yourself managing a team member who was failing to live up to expectations. While it might be tempting to cut someone loose if their performance is sub-par, the turnover may cost more than you think.
The launch of a new strategic effort represents a key opportunity for senior leaders to set things off on the right foot. Unfortunately, many senior executives fail to grasp the importance that a well prepared and delivered executive kickoff can have on the success of a project team.
This may happen because some leaders don’t take the time to develop the skills necessary to ensure that their kickoffs meet the mark or because they don’t see the inherent importance that their presence, statements, and interactions with others can have on their staff. Whatever the reason, or reasons, taking the time and effort to adequately prepare for this leadership responsibility can certainly pay dividends. Read More…
The commercial aviation industry is a tough business. Really tough. Margins are often razor thin, factors like the weather can wreak havoc on your operation in the blink of an eye and customer expectations of the air travel experience tend to be extremely low. Aviation workers give it their all every day to deliver in, sometimes, unrelenting environments and they aren’t usually paid all that well for what they do.
We’ve all been there. Be it work, school or Thanksgiving dinner, we’ve all found ourselves in situations where we have been forced to interact with people we find to be “difficult”. For many of us, we’d rather eat glass than have to deal with challenging people like this but how we survive and, dare I say thrive, in these situations can separate us from the pack in both business and in life. Read More…