Is a 4-day week the future of work? An interview with Charlotte Lockhart
What would you do if you had one day off each week? Would this make you more productive, healthier, and focused on things you want to do for your career, your family, or your side business? In the latest episode of CX Lore™, we talked with Charlotte Lockhart, a founder and managing director at the…
The post Is a 4-day week the future of work? An interview with Charlotte Lockhart appeared first on Customer Experience Magazine.
Switch before perfect
In 1993, when I was raising investment for one of the first internet companies, there weren’t any firms that specialized in this sort of thing. They were VCs from a different era, looking for the next Fedex or pharma company. I pitched dozens of them, and the answer was consistent, “get back to us when […]
Essential Technology for the Virtual Contact Center in 2022
Contact center technology is one of the best investments you can make for your business this year! Here are our top trending picks…
The post Essential Technology for the Virtual Contact Center in 2022 first appeared on Fonolo.
False metrics appearing real
Just because they’re easy to measure doesn’t mean they matter. If they appear in round numbers and are easily compared to those from others, we’re tempted to compare. But something that looks like a useful metric might not be. If you’re working with people who say they care about measurement, it might not pay to […]
Possibility is fragile
And that’s the paradox, because the closer possibility gets to reality, the more it engages with the unforgiving edges of the real world. As we begin to imagine something better, it’s important to have some insulation, room to believe and a chance to fill in the missing pieces. But then we have to allow the […]
The grandstanders
This is a common sort of feedback/criticism/brainstorming, and it deserves a name. Show up toward the end, when most of the work has been done and it’s almost time to ship… Make a suggestion that would require changing a great deal of what’s been done. It might even be a good suggestion on its face, […]
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Please share the extra with a friend
Krispy Kreme grew to become a doughnut behemoth in the US. The formula was simple: Scarce supply, high short-term taste satisfaction, and a dozen priced almost the same as just four. As a result, most people bought a dozen. But few could eat a dozen, and you can’t really save them, so you realized that […]
Trust is your most important weapon to fight inflation
As inflation hits, good CX is paramount for consumer businesses. Our research* shows that 49% of people already say the increasing cost of living is impacting them or making them concerned. Across the board shoppers are reconsidering their discretionary spending and where they can make savings. Brands with a poor record on customer experience are likely to…
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Newbies welcome
The paradox of most tightly-knit communities is that they have an internal culture. And that culture often makes it difficult for a new person to join. It’s hard to have insiders if you don’t have outsiders. This is true for guilds of copy editors, fans of anime or branches of science. The key transition point […]