Aveus

AUGUST 22, 2017

Strategy 100

Strategy Customer Experience Customers 100

Aveus

AUGUST 22, 2017

Which comes first, customer or employee experience? This may sound like the proverbial “chicken or egg” question. Both promise greater employee engagement and enhanced financial performance. Many companies are underperforming on both. In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Aveus

JULY 12, 2017

It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before. And as a result, the difference between winners and losers is becoming more dramatic. This reality seems to have sped up in the last 24 months within most industries due to technology advancements and shifts in what customers want and expect in their experience.

Airlines 100

Airlines Effort Score Travel Culture 100

Aveus

OCTOBER 23, 2012

Aveus Partner, Linda Ireland, recently became a contributing author at Forbes.com with her first post, Do Republicans and Democrats have a customer experience problem? A timely post on Forbes. With the wall-to-wall media coverage around Monday night’s presidential debate and who is ahead of whom in the battleground states, I can’t help but look at our political parties through a customer-experience lens.

Customer Experience 100

Customer Experience Healthcare Insurance Customers 100

Aveus

JANUARY 2, 2013

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating and stopping processes that aren’t matching your target experience.

e-support 100

e-support Exercises Tips Feedback 100

Aveus

NOVEMBER 4, 2013

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target. In business the risk is that individuals, functions or even your whole company could be unwittingly marching away from the outcomes that would yield the best performance for your company.

Customer Experience 100

Customer Experience Insurance Hospitality Exercises 100

Aveus

DECEMBER 3, 2013

Are you familiar with the phrase, “the best of both worlds?” I am. In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu. I can have a few bites, but also enjoy my own meal. It’s the best of both worlds.

Customer Experience 100

Customer Experience Financial Leadership Customers 100

Aveus

AUGUST 12, 2014

Every organization, no matter what you do or who you do it for, has a customer experience that can either earn you or cost you money. Once your organization embraces the fact that your customer experience drives revenue and profit (and is not a tradeoff), many things need to happen within your organization to align yourself behind your customer’s experience – among them, measuring your customer experience.

Measurement 100

Measurement Customer Experience Metrics Return on Investment 100

Aveus

AUGUST 26, 2014

Every day I work with bold leaders to align the decisions they make and what they do every day to what customers value. Because of this I’m forced to ask this one question at least once a day: “Is your customer experience costing or making you money?” Most don’t know. While there’s an unmistakable link between customer experience and profitability (proven via research and personal experience), too few leaders declare that their customer experience generates money.

Customer Experience 113

Customer Experience Customers Connections Marketing 113

Aveus

OCTOBER 29, 2014

Customer experience has become a hot topic. Industry and company experience ratings are published. A vast array of outside resources are suddenly available to help organizations understand and improve their customer experience. We’ve seen similar trends when “quality” and “lean” initiatives were first adopted. Bold leaders I speak to often feel besieged with information and reports but are still wondering if their customer experience efforts are the right ones.

Customer Experience 100

Customer Experience Effort Score Insurance Customer Journeys 100

Aveus

JANUARY 14, 2016

You’ve given your customer a reason to come to your company in the first place and succeeded in solving one of your customer’s needs. Congratulations on a job well done. What’s next? Delivering another winner that will alleviate the next customer problem is key to the future of the company. But how do you best uncover the most important needs they have?

Hospitality 160

Hospitality Airlines Hotels Healthcare 160

Aveus

APRIL 13, 2017

As business leaders, we understand: companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers. This orientation has resulted in an increased focus within many organizations on the customer experience. We see many companies creating detailed current journey maps of various customer interactions, identifying customer pain points and launching a series

Customer Experience 113

Customer Experience Infographics Customer Journeys Customer Centricity 113

Aveus

MAY 10, 2017

We encounter many business to business clients who have realized “what got them here is not what is going to get them there.” One of the consistent themes that emerges regardless of industry is that over time, B2B companies often develop a portfolio of customers with different requirements. As illustrated in the grid below, we find that there are often certain characteristics associated with clients who are satisfied with a “vendor” relationship vs. those that are seeking a partner to “advise”

B2B 100

B2B Strategy Exercises Healthcare 100