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...
Perceptive Team - 17 August 2015
Fact: 70 per cent of all change initiatives within a business and organisational context fail1. Ensure you’re a part of the successful 30 per cent. Here, we'll set the case for why customer experience should be a main part of your change management...
Perceptive Team - 16 June 2015
Do you really know the pain points for your customers? Being a successful customer-led business means having a framework for understanding the customer journey i.e. how people experience your business end-to-end. Here's what you need to know. What...
Perceptive Team - 07 June 2015
A big, re-occurring question for customer experience management (CEM) is how do you prove your return on investment? This is where CEM gets sexy. And let’s face it, what’s more alluring than ROI? Improving your customer experience can have a...
Perceptive Team - 24 May 2015
To drive change or growth within your business, you need to understand your customers’ full and authentic experience. Improvement means change—and change is often hard. Customer success is corporate success Customer success and corporate success are...
Perceptive Team - 10 May 2015
Financial services is an industry where, if a customer is lost, it can be a significant loss to the company—possibly even fatal, especially when considering how difficult winning these kinds of customers back can be as well. One study1 shows that...