It takes more than happy staff to create customer loyalty. Matching your customers’ experience to your brand promise takes more than service skills– both organizational systems and your culture need to be customer-driven. If your talent is involved in design and execution of service delivery and customer feedback processes, you can gain and maintain a competitive edge.

From small businesses to large, your talent can build trust, service quality, consistency with brand promise, and organizational ability to identify unmet needs.
Join, download our webcast to hear presenter Patrick Mosher from Accenture, and examples from companies who leverage the talent connection and achieve business growth through referrals and customer loyalty.  We invite you to add your insights, comments and questions below…

HCI members ask:

1. What impact do systems and processes have on the motivation of customer-facing talent?
2. How can talent collect customer experience data (qualitative or quantitative) to help re-examine processes & systems that affect customer loyalty?
3. How can the best customer service talent share their knowledge within the organization?  And how could systems be implemented to support sharing these critical knowledge management practices?

When I was a kid, my big sister had an autograph book in which a friend wrote: “Pam, Pam sitting on a fence trying to make a dollor oout of 99 cents.”  Well, companies, too, are trying to get more for their money these days, in terms of a smart spend in talent management.  The science of talent management, drawing from sound research, can position your company to be amongst the best in class for total compensation ROI.

What do you see in your organization as the challenges to effective total compensation?  

Is it parity across business units?  Time required to design and keep plans fresh?  System to award bonuses?  Look forward to your postings and related thoughts below…