The Reality of Employee Engagement According to Deloitte’s 2014 Global Human Capital Trends research, 78% of business leaders rate employee engagement as an issue that is “urgent or important.” Just one year later, this statistic has risen to 87%. A disengaged, unhappy employee is the last person any of us want to ask to make [...]
SGEi is a company that is engaged by Fortune 500s to refresh and redefine the business culture in order to positively influence their employee and customer experience. However, I often get approached by startups and asked when they should begin defining their cultures; the answer is now. Whether you like it or not, your company [...]
Customer relationships are a two-way street that cannot be dictated by brands, anymore. Just ten years ago Mad Men type campaign managers could carefully craft three campaigns per quarter and dispense them to targeted audiences; but that’s because ten years ago LinkedIn, TripAdvisor, Yelp, and other social sites didn’t exist. Today, your customer expects constant [...]
I was recently conducting a training session for a group of senior leaders, and we were on the topic of their company culture (what they want to be known for). We were discussing how they aligned their departmental goals with the overall culture. One leader said that as of yet, they had not “created” a [...]
Like many of my peers, partners, and friends who have been fortunate enough to be a part of The Ritz-Carlton Hotel Company, I often find myself referring to moments, lessons, and steps that have formed the habits, attitudes, and behaviors I exhibit today in business as I advise companies on how to deliver meaningful and [...]
Gartner found that 89% of companies believe that customer experience will be the most important element of competition in 2016, compared to only 36% in 2010. These numbers prove that customer experience is more than just a trend, and that it’s worth investing in. Bain found that 80% of companies believe they deliver a superior [...]
As we begin 2015, we at SGEi, like many of you, are taking a few moments (okay more than a few) defining what success will look like for the New Year. While, I will not bore you with our goals, I did want to take a few moments to talk about what will ensure our [...]
When you meet a new customer, you have approximately 90 seconds to build a relationship and a sense of being known with the customer. First, you must create a good first impression so that the customer likes you. Then, you should personalize the interaction to make the conversation more meaningful, and a better use of [...]
