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The secret to boosting customer satisfaction

Posted by on Oct 20, 2014

The three Cs of customer satisfaction: Consistency, consistency, consistency It may not seem sexy, but consistency is the secret ingredient to making customers happy. However, it’s difficult to get right and requires top-leadership attention. “Sustaining an audience is hard,” Bruce Springsteen once said. “It demands a consistency of thought, of purpose, and of action over a long period of time.” He was talking about his route to music stardom, yet his words are just as applicable to the world of customer experience. Consistency may be one of the least inspirational topics for most managers. But it’s exceptionally powerful, especially at a time when retail channels are proliferating and consumer choice and empowerment are increasing. Getting consistency right also requires the attention of top leadership. That’s because by using a variety of channels and triggering more and more interactions with companies as they seek to meet discrete needs, customers create clusters of interactions that make their individual interactions less important than their cumulative experience. This customer journey can span all elements of a company and include everything from buying a product to...

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Treninzi

Party 2015

Posted by on Dec 15, 2015

Veliko zadovoljstvo nam je bilo pozvati prijatelje i partnere tvrtke PROAGO na sjajnu zabavu u restoran Mostovi u GREEN GOLD CENTRU u Zagrebu. Osim ugodnog ambijenta, uživali smo u interaktivnim sadržajima, vrhunskoj glazbi i karaoke eventu. Puno hvala svima koji su se odazvali na naš domjenak i nadamo se da ćete imati lijepe uspomene na PROAGO Team. Do slijedećeg susreta, uživajte u maloj galeriji koju smo...

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Coaching

Are you making one of these coaching mistakes?

Posted by on Sep 15, 2014

Considering Coaching to Support Learning? Be Sure to Avoid These Common Mistakes Coaching helps an individual take something they’ve learned and turn it into new behaviors—and that’s true whether the coaching is a follow-up to leadership development training or is a part of a broader executive coaching initiative. But organizations often underestimate the time and effort required to help leaders change. You need a good partner who can help you identify some of the common pitfalls and who can guide you to success, says Patricia Overland, a master certified coach who helps to head up the Coaching Services Division at The Ken Blanchard Companies. A Change in Mind-set The most successful coaching initiatives occur when an organization sees learning as a way to constantly help their people develop new skills instead of just checking a box saying that they completed a training program. The better goal is to create an organization where people are continuously learning and continually improving their skills. Overland explains that The Ken Blanchard Companies is unique in that it has access to a network of 140 professionals...

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Poslovno savjetovanje

Četiri najučinkovitija načina kako vođe rješavaju probleme

Posted by on Jul 10, 2014

S toliko se mnogo problema danas suočavamo u našim životima i na poslu,  i čini se kako nikada nemamo dovoljno vremena rješiti svaki od njih bez nošenja s nekom vrstom neprijateljstava. Problemi se gomilaju tako brzo da se neizostavno nađemo u situaciji da koristimo prečace kako bismo privremeno otklonili tenzije – tako da se možemo prebaciti na idući problem. U tom procesu ne uspijevamo riješiti srž svakog od problema kojima se bavimo; stoga se u kontinuitetu dovodimo u zamku beskonačnog kruga koji otežava pronalaženje ikakvih stvarnih rješenja. Zvuči li vam to poznato? Rješavanje problema je srž djelovanja i postojanja vođa. Vođama je cilj minimizirati pojavu problema – što znači da moramo biti odvažni pozabaviti se njima prije nego nas situacija na to primora. Moramo biti ustrajni u našoj potrazi za kreiranjem i održavanjem momentuma za organizaciju i ljude kojima služimo. Ali realnost radnog mjesta nas suočava s ljudima koji kompliciraju stvari svojim korporativnim politiziranjem, samopromocijom, igrama moći, manevrima i zavišću. Silosi, nedostatak novca i resursa i mnogi drugi čimbenici i situacije također otežavaju produktivnost ljudi. Konkurenti nam jednako kreiraju probleme kada...

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Nedavne objave

Five mind-blowing lessons – TED talks

Five mind-blowing lessons – TED talks

What does it take to be happy? How do you motivate the people who work for you to do their best? How do you know what is and isn’t real in the world around you? You may think you know the answers to all these questions, but watching the 20 most popular TED talks of all time will likely change your mind. With speakers like Bill Gates and Sting to choose from, some of the highest standards anywhere, and a proven method for mining the best and most insightful information any speaker can share, by the time a talk is published on the TED website, it’s always worth watching and almost always brilliant. Just how great does a talk have to be to shine in that high-level group? Take a look at these examples and you’ll know. They are not only entertaining and thought provoking, but will likely make you rethink many of your assumptions. Here are just a few beliefs that these talks may unsettle: 1. Getting what we want will make us happy. Not by a long shot. After explaining how making his younger sister think she was a unicorn kept her from feeling pain after a fall, psychologist Shawn Achor explains how the external facts of our lives account for very little of our actual happiness. And Harvard psychologist Dan Gilbert shows us how we can be happy even when everything goes wrong. 2. The best leaders create great incentives. You might think that figuring out how to give employees the rewards and accomplishments they’re looking for would be the best way to create an effective organization. In fact, leadership expert Simon Sinek and the legendary Tony Robbins each explain in different ways that answering the question “Why?” is infinitely more powerful. 3. Some people are more creative than others. And you need those people on your team, right? It turns out that employees’ creativity has everything to do with how you motivate them–and the traditional forms of motivation are dead wrong, according to career analyst Dan Pink. Not only that, Eat, Pray, Love author Elizabeth Gilbert makes the case that, rather than a few people “being” geniuses, all of us...

Do you really understand how your business customers buy?

Do you really understand how your business customers buy?

B2B purchasing decisions increasingly trace complex journeys, challenging the long-standing practices of many sales organizations. The CEO of a major supplier to the telecom industry was frustrated. An initiative to increase sales volumes and shift the company’s product mix to higher-value components was stalling, and not for lack of effort. With support from a marketing campaign that emphasized a slew of new product features, frontline sales managers had stepped up calls to their purchasing contacts at OEM customers. Yet they reported that buyers weren’t buying. Impediments appeared to include tough new requirements from chief purchasing officers, negative chatter on social media about postsales support, and skeptical questions on a product-rating site about an offering’s fully loaded costs. Welcome to the new dynamics of B2B sales. Decision-making authority for purchases is slipping away from individuals in familiar roles—often those with whom B2B sales teams have long-standing relationships. Just as the digital revolution has transformed once-predictable consumer purchasing paths into a more circular pattern of touch points, so too business-to-business selling has become less linear as customers research, evaluate, select, and share experiences about products. More people within (and, thanks to digital engagement, even outside) the organization are playing pivotal roles in sizing up offerings, so the path to closing sales has become more complicated. The best response is to embrace the new environment. Sellers who are ready to meet customers at different points on their journeys will exploit digital tools more fully, allocate sales and marketing resources more successfully, and stimulate collaboration between these two functions, thereby helping to win over reluctant buyers. Our experience with upward of 100 B2B sales organizations suggests that while the change required is significant, so are the benefits: an up to 20 percent increase in customer leads, 10 percent growth in first-time customers, and a speedup of as much as 20 percent in the time that elapses between qualifying a lead and closing a deal. The consumerization of business buying Marketers have long drawn a bright line between consumer shoppers and business purchasers. Consumers, after all, care deeply about brands and are more readily influenced by advertising, media messages, special deals, and coupons. In addition, they often turn to...