The brand promise is a very powerful weapon, but as such it carries major risks. In this article, I will show you how a broken promise can not only make you lose a sale but, even worse, you can be handing it over to your competition. But do not despair! You can avoid it with only three key steps.
Brand promise and customer experience – how to close the gap Read More »
The use of the concept ´Employee Experience´ has increased notoriously in the past few years, with virtually every Talent Management area addressing this term nowadays. However, I find three common mistakes are made when analyzing the employee experience.
Employee experience: 3 mistakes you need to avoid Read More »
Implementing best practices to ensure customer satisfaction does not necessarily mean that the customer is being valued. I would like to share with you a personal experience in which the customer experience was not satisfactory at all, and some thoughts on how it could be improved.
Valuing the client is much more than best practices for customer satisfaction Read More »
