It may seem glamorous to fly around the world, deliver speeches to adoring fans, and bring in a big paycheck. In reality, the life of a professional speaker is much less glamorous and much more demanding. But even with the long flights and rejection, it can still be incredibly rewarding.
Customer experience keeps pushing forward. Agile brands that are willing to try new things and find creative solutions for their customers will not only survive but thrive. Here are three stories from the week that show how companies are evolving and preparing for the future.
It’s a basic principle that customer experience initiatives and business strategies don’t always go as planned. Failures can come from a number of factors, ranging from outside disruption to poor internal choices. What sets resilient companies apart is how they prepare for the inevitable hiccups. Staying agile and preparing for the future can help withstand the ups and downs of customer experience. This week brought two stories that can serve as cautionary tales of how not to prepare for challenges and one story highlighting the importance of adaptability.
Every company faces ups and downs. In many cases, those downs can be turned around with an updated customer experience. A poor customer service can hurt growth and push customers away. But when done well, customer experience can drive sales, engage customers and encourage loyalty. These 10 companies each experienced dramatic turnarounds by focusing on customers and investing in their customer experiences.
Much of the battle for customer experience is keeping up with customers. What worked well a decade or even a year ago could be completely ineffective now thanks to changing trends and technology. This week brought three stories of how companies need to continually re-evaluate their experiences to stay relevant.
Customers change, trends evolve and technology continues to develop. Customer experience is constantly evolving, and companies need to make agile decisions to lead the way. Staying ahead of changing demographics and preferences, as well as technology and trends, can help brands build strong relationships with customers and establish themselves as industry leaders. This week we saw three stories of how the world is changing and how companies can and should change with it.
Instead of just being employees, Honeywell employees are now considered Future Shapers. It’s part of the company’s digital transformation and move to create a smart, convenient future for its customers. Future Shapers are dreamers and doers. As Ken Stacherski, Honeywell’s VP Enterprise Transformation, shared, the company’s internal motto is “The future is what we make it.” With those words in mind, Future Shapers are transforming Honeywell inside and outside for their customers.
Developing a strong customer experience means being willing to change. Companies that evolve with customer demands and trends show their willingness to listen to customers and provide products and services they actually want. This week brought three stories of companies adapting to meet customer needs.
In a time when the zeitgeist in America is at an all-time low and most people can’t agree on anything, it seems unusual for a group of nearly 200 top CEOs to gather and come to an understanding. The Business Roundtable, a group of the country’s top CEOs, has gathered regularly since it was founded in 1972. But this year’s meeting seemed to carry more weight as the group redefined the purpose of a corporation and showed the power and importance of business.
ow does a 100-year-old company continually reinvent itself to change how the world works? By relying on and driving a high-quality customer experience. IBM’s current success is built around its historic roots and the customer-first culture that has existed from the beginning. For CMO Michelle Peluso, that means standing on the backs of giants while also looking towards the future.