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 [...]
Products today are so similar that it’s often difficult to discern which item is better, and which one will last longer. It doesn’t matter if you’re thinking of cars, watches, cellular phones, gallons of milk or flights; odds are, the items you compare and contrast have few differentiators. The items likely have very similar price [...]
Managers often tell their staff to greet every single guest without fail, yet the managers themselves frequently fail to greet their staff. These same managers preach that their teams must be friendly and always demonstrate a great attitude, but then they walk around with a sour disposition, angry or introspective faces, and a bad attitude. [...]
