customer effort, customer experience, customer satisfaction, customer retention, marketing measurement, measuring marketing, effectiveness, dashboards, customer loyalty, metrics, measurement, performance management, customer engagement, leading indicators, CX, CES

Customer Effort Measure – A Leading Indicator of Competitive CX

Developing a customer effort measure for each step in the customer buying journey and tracking it over time enables you to find and fix breakpoints, ultimately improving CX. A customer effort score (CES) measures how much effort (easy or hard) it takes for customers to interact with your organization. Create a CES score in 4 steps and use it as a meaningful leading indicator of customer experience and impacts customer satisfaction, retention, and loyalty.

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knowledge transfer, smart business, performance management, operational excellence, competitiveness, culture, growth, productivity, customer centricity, customer centric, employee engagement, customer retention, employee retention

Better Knowledge Transfer Improves Competitiveness and Growth

Effective skills and knowledge transfer are crucial to better enable organizations to stay competitive and scale profitable growth in ever-changing market conditions. We believe it delivers on four primary benefits: productivity, performance, continuous improvement, and a stronger brand. Explore four effective and affordable ways to implement a knowledge transfer initiative.

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growth, growth plan, planning, strategy, performance management, scenario analysis, growth strategy

Why Every Business Needs a Better Growth Plan

Is your growth plan up to the economic and competitive challenges facing your organization? Answer these 9 questions to see if your plan is the best, it can be. Then read on to learn the top 5 reasons why having a growth plan is mission critical, and the 5 best-practice processes for developing or improving your growth plan.

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Performance Management: Your Powerful GPS for Navigating Growth | What’s Your Edge?

Performance management is essentially your business’ GPS for successfully navigating to your destination – growth. By tracking, evaluating, and reviewing performance along the way, businesses can: a) Identify areas for growth and development, b) foster a culture of accountability, and, c) facilitate alignment between the organization’s customer-centric outcomes and business objectives. Explore the 3 most valuable benefits of performance management and 5 routes to better performance management and accountability.

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budgeting, business, business outcomes, business planning, CFO, CMO, growth, Marketing, outcome-based budget, performance targets, planning, Strategic Planning, strategy, sub-accounting

How Outcome-Based Vs. Traditional Sub-Account Budgets Serve Everyone Better

Sub-account budgeting isn’t the best approach. Learn why and how outcome-based planning and budgeting enables businesses to make better decisions, especially when cost cuts are required.

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data, data-driven insights, insights, analytics, data trends, data patterns, decision-making, data-driven decisions, data-derived decisions, growth strategy, planning, growth strategies, data insights

Growth: Tea Leaves are Out. Data Insights are In | What’s Your Edge?

Decision-making is the core of good planning. Data trends and patterns are both important to data-derived insights to support decision-making.

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budget, planning, scenario analysis, recession, recession-proofing, budgeting, ROI, performance targets, dashboards, scenario planning, customer-centric, market share, customer experience, competitive differentiation

Recession? How to Make the Least Risky Budget Cuts

In down cycles, managing cash is critical to surviving and potentially thriving. Consider 4 key categories for making informed budget decisions.

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strategy, growth strategy, key performance indicators, KPIs, metrics, performance targets, planning, growth strategies

Growth Strategies: It’s Best to Have Enough Wood Behind the Arrow | What’s Your Edge?

It takes more than effort to have enough wood behind the arrow for any strategy to succeed. This episode employs a case study that highlights how a strategy without the right tactics and associated activities and resources missed the performance target and what they could have done differently to ensure success.

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