Bill McMurray
How businesses can address low engagement levels amongst their millennial employees
Millennials crave a clear career path, mentoring, training and other learning opportunities. Millennials, defined as those aged in their 30s and below, now make up an increasing percentage of the workforce. However, research suggests that businesses are struggling to find ways to engage their employees, with 59% actively looking for their next employment opportunity. (1) […]
Why ignoring customer feedback is the most dangerous thing a business can possibly do
In this age of social media and instant communication, customers share their experiences broadly, especially if those experiences are negative. People vote with their feet, taking their business elsewhere based on the comments of friends, peers, and even strangers online. Businesses therefore need to understand that the customer experience is critical to financial success. The […]
Six steps to a successful customer experience program
Over the past decade, the balance of power in the consumer-company engagement dynamic has shifted unequivocally in favour of the customer. Once upon a time, brands spoke to consumers via one-way vehicles such as broadcast and print media. Now, there are multiple digital channels, many of them open to public scrutiny, creating a dialogue between […]