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human resources

Are You Investing in Customer Experience?

In an article by Omar Soliman, Co-founder and CEO of College Hunks Hauling Junk and Trash Butler, entitled, 4 Lessons About Handling Stressed Customers That I Learned From Being a Mover, Soliman ultimately makes the case that businesses should be setting aside money to invest in customer experience.  This realization comes as the author tries to answer the question, “How can an entrepreneur address a customer’s emotional and logistical needs simultaneously?”  The answer to this question is to reflect the promise of the brand by best understanding and investing in customer experience.

By knowing what the brand offers and finding a team that can be empathetic to the customer throughout the interaction with the brand, the business will be successful.  Understanding the customer’s journey and fine tuning the experience from start to finish will improve close rates, increase loyalty and hopefully produce brand evangelists.

As the author concludes, “Growing a loyal and enthusiastic customer base isn’t as complicated as you might think. You can build a viral brand by going above and beyond for your clients and making just such a focus on customer experience part of your business model. In turn, you’ll gain “brand evangelists” who will spread the good news of how your company saved the day for them.”

READ FULL ARTICLE HERE

 

 

The Secret to Retention, Thank You!

Hiring the right person can take time, money, and intuition but retention may be all about the appreciation.  According to a recent survey outlined in the article, Thank You! Gratitude Is the Best Retention Strategy, “60 percent of surveyed workers said they put the most value on being appreciated by management, and that appreciation plays a big role in employee satisfaction and retention.”

According to the survey, the employee’s job satisfaction seemed to be more tied to connection and relationship than to compensation or other traditional fringe benefits.  Harry West, VP of Services and Product Management at Appirio, the organization that conducted the survey, said, “Support and gratitude seem to be more motivating and cherished than any other form of reward”.

READ FULL ARTICLE HERE

The Keys to Successful Onboarding

One of the recent trends and important buzzwords in the world of HR is “onboarding.”  As a member of the Board of Directors for the Charlottesville chapter of SHRM I can say unequivocally that it is a very hot topic!

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Maren Hogan, who leads a marketing agency called Red Branch Media, recently shared some useful insights in an article in Forbes.  If you own or manage a business it’s a topic you really should be investing some time on.

How To Get Employee Onboarding Right