Perceptive Team - 04 April 2016
As the online marketplace continues to produce more vendor options, truly successful companies will differentiate themselves by providing superb customer experiences online. Buyers are relying less on salespeople to provide them with information and...
Perceptive Team - 21 March 2016
If you have a solid customer retention strategy, you’ll have, by default, higher customer satisfaction levels, meaning increased revenue growth for your business. Happy customers have good reason to do business with you again. Retain them and you...
Perceptive Team - 03 December 2015
Design thinking (DT) doesn’t just drive innovation and help businesses understand the journey of their customers, it also facilitates a customer-centric culture. It’s is a natural byproduct of implementing DT practice throughout your business....
Perceptive Team - 07 October 2015
Every business thrives on referrals, big or small—and your customer survey is the key tool that gives you the information you need to build up your base of happy, referring customers. Referrals matter. It’s been reported that 88 per cent of...
Perceptive Team - 23 September 2015
Managing change within an organisation is no easy task. From managing employee expectations and emotions to implementing new processes and ways of thinking, there are many hurdles to navigate and overcome. Unfortunately, the reality is that many...
Perceptive Team - 21 September 2015
When it comes to making changes in your workplace, it pays to do it right. Get started on the right foot by ensuring you don't miss out on these three often-overlooked change management techniques. Free guide: Change management: how to become a...
Perceptive Team - 14 September 2015
What does successful change management look like? We couldn’t write about change management without referring to Dr. John Kotter, the famous Harvard Business School professor. Quoting Dr. Kotter's 8-Step Process for Leading Change, there are eight...
Perceptive Team - 09 September 2015
When implementing a change towards a more customer-focused business, there will be some mistakes that you will want to avoid. Use this as a checklist of what not to do, and don’t worry if you’ve committed these faux pas—you’re not the only one, and...
Perceptive Team - 02 September 2015
Having engaged and motivated employees is key to a successful customer experience (CX) programme. But they’re also critical when it comes to change management. We’ve already talked about why it’s important to measure your change management efforts....
Perceptive Team - 31 August 2015
"If you can’t measure it, you can’t manage it”. This maxim was originally attributed to Peter Drucker—the original management consultant—and has been a source of great debate for managers ever since. But how true is it for change management in...