Archives For Customer Experience

This past week, I found myself in Kings Canyon and Sequoia National Park. I went with the idea that I would relax and enjoy the long holiday weekend… and I did. However, as I observed a forest with both old and new growth, I also could not help notice the trees ravaged by sickness and fire. I found myself thinking about what the forest has to teach us about business…

The forest is a global entity made up of individual components with very different characteristics, yet at the same time is very interdependent upon one another.  In business, the term “Think Global/Act Local” was originally based on the idea of customizing standardized products and services for regional consumption in accordance with the local language, currency, culture and regulatory climate. The challenge arose as we lost sight of our interdependence as a global entity. Not surprisingly, localization encourages each country of operation to develop its own customized solutions and operational procedures. This results in data silos around the world and companies operating with huge information blind spots across the spectrum – the forest can not thrive as it should. It can take weeks, even months, to collect, reconcile, translate and analyze regional performance – much less consolidate a global view of the corporate picture. As I looked around and considered this, it occurred to me that if global is seeing the forest, then local is tending the trees. With only a view of the forest as a whole, it is possible to overlook the trees that need attention. Up close, it is easy to focus on the detailed care of each tree, but lose sight of its contribution to the overall forest. Balancing both viewpoints is critical to keeping the trees in the forest healthy. Global corporations are like a forest – a sum of its parts – consistent, meaningful and effective local practices must contribute to the success of the whole. Continue Reading…

GLABB – a term that defines who I am professionally to a large extent. If you have followed my posts on this topic so far, you know where I stand on the term Global… as well as Leadership.  Today, let’s talk about what it means to work Across Boundaries…. because the reality is that it can mean many things to many people.

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In my world, working across boundaries is about lateral thinking… really comprehending that you are a single piece of a much larger puzzle and that your piece has a significant impact on the larger whole. It also means having the capacity to move across those boundaries to absorb knowledge from one context or discipline and apply it back into your area of expertise to create a free-flow of information – increasing your knowledge and the potential to “create a better mousetrap”. Think Leonardo DaVinci:

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Well, I have to say… it’s been a rough week.

Mistakes happen.  I am a firm believer that one key to strong leadership is the willingness to be accountable and take responsibility for those mistakes. Good leaders do this even if they contribute to only a small percentage of the situation. They do this even if the blame lies beyond their control. Why? Because the buck has to stop somewhere… and it should be with the leader.

So when mistakes happen, what should you do as a responsible leader?

The answer: Apologize and try to make amends. Whether the mistake affects your internal, external or potential customers, you must take action quickly to make things right.

Value Selling

Well, I’ve had to pull a page from my own playbook this week.  We, at Luminosity Global and The Global LABB, have had a series of unfortunate events that caused our clients to be frustrated and inconvenienced.  In response to these “events”, I would like to offer the following:

The customer experience today is a battlefield in the global marketplace, as well as one of the only truly sustainable sources of competitive advantage. Today’s customers share their opinions around the clock and around the globe, making the customer’s experience central to your business performance.  The obvious truth is that it doesn’t take many bad experiences to lose a customer.

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In a recent global customer experience study by AchieveGlobal, 93% of companies said they would refuse to do business with a company again after three or fewer bad experiences. Multiple sources indicate businesses can lose 20-30% of their revenue from poor customer experiences – yet many fail to focus on the their customer experience strategy, creating a global performance chasm.

The Customer Experience Does Drive Your Business Results  

We all know, without a shadow of a doubt, that without customers there simply is no business – you will cease to exist (from an organizational perspective, of course!). The customer is King, but believe it or not, clients aren’t as hard to win over as you might think… if you put customer service in context.

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What most companies don’t realize (or acknowledge) is that Customer Service is the best, most economical marketing they will ever get. Despite this fact, it is a consistently under-recognized, underutilized asset for 99% of the organizations out there. Much to most organizations’ dismay, they consistently lose revenue due to poor customer encounters and never understand why.

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