Your partners are the face of your brand. They sell your product, service it and market it. They’re the ones on the front lines, talking to your customers, and representing you. So it stands to reason that you should be providing training to your partners. It should be a win-win... more
Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Sales is where current challenges are discussed and in turn, promises... more
Last year, model and cookbook author Chrissy Teigen put in a grocery order with a shopping service. She ordered 5 limes. She received 5 bags worth: 200 limes. Teigen’s response to this overabundance of limes was both good-natured and delicious; she made key lime pies, documenting the event on Instagram.... more
The Experience Economy has changed the way businesses compete. Today, good experiences are table stakes; it takes GREAT experiences to win. The gap between what customers expect and what actually gets delivered is real. 80% of CEOs think they’re delivering a superior experience, but only 8% of customers agree (Bain... more
I had the wonderful opportunity to speak to a group of learning professionals and others at SAP Customer Experience LIVE earlier this month as part of the larger SAPPHIRE NOW conference, SAP’s annual 3-day celebration of business and technology, which drew 30,000 guests from more than 100 countries to Orlando,... more
Before I jump into today’s post, All Roads Lead to Customer Experience, please allow me to invite SAP Customer Experience LIVE attendees to join my session in the Litmos Thought-leader Track on Wednesday, May 8 at 9AM (ET) in Room C. It will be a really fun, but insightful talk on... more
In the second part of this guest series, David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, builds on his last post for us and reveals practical ways to create learning journeys that help your people and your organisation’s performance. ~~~ If your organisation’s goals are... more
David Wilson, Founder and CEO at Fosway Group, Europe’s #1 HR industry analyst, joins us to share his thoughts on how learning contributes directly to your customers’ experience – and ultimately your organisation’s bottom line results. ~~~ If you break it down, learning should be a key foundation of any... more
Imagine you’re a major company in the B2B space. Your sales are mostly handled by your channel partners, and to support them, you maintain a robust partner program. You offer a partner portal with comprehensive documentation, an incentive program to motivate them, and marketing materials they can use in their... more
How important is customer satisfaction and experience, and what does it have to do with learning and development? There is the old adage, “The customer is always right,” and countless books and papers outlining business strategies that put customers at the forefront of everything. Brandon Hall Group research says that... more
