Here is an example that I found to be costly on many levels. I was doing interviews for a book on decision making, and spoke with one of the CEOs of a two-company merger between two extremely well-known brands. This man told me how he went about ensuring the national team bought-in to the change. He developed a multimillion dollar 'dog and pony' show, and went out with a team to 30,000 employees in store-fronts across America to give them an understanding of the merger (that had already been planned and executed, with no one's knowledge or buy-in). How successful was it?
"They all loved it. Loved it. Well, most of them did anyway. There were about 10% who didn't buy-in."
SDM: What happened to these 3,000 people?
"They became a retention issue." [A 'retention issue'?]
SDM: You mean you fired them all?
"Well, we had to. But not to worry: they were the folks that had been around the longest - 18 or 20 years. It was time to make room for new blood anyway."
They fired the wisdom, the bedrock of their company - the skeleton, the bones, the legacy - because these 'old-timers' didn't like a dog-and-pony-show.
Deciding which phone system is right for your business can be difficult. With our VoIP technology blueprint, discover the top 15 questions you should ask VoIP vendors before you make a buying decision. more
Real-time personalization of the customer experience has been described as the holy grail of digital marketing. And the race is on. Gartner believes that by 2018, businesses that excel in personalization will outsell those that don’t by 20%. Though the benefits are clear, the path to get there is not. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more