Last week, the WHO formally declared the Corona (Covid-19) outbreak a pandemic. The economic impact of the virus is unprecedented and dramatic. Ironically, the environmental impact of its resulting lockdowns is quite positive: lower carbon emissions, less smog, and more time for your kids and nature walks. In the longer run, however, the impact is likely to be the far opposite. With so many companies struggling to survive, all resources will be needed to repair or rebuild the business. No surplus left to spend on charity or sustainability. Still, there is reason to be hopeful as well.
The BICEPS framework ©
A strategic framework for proposition and performance management. Determine goals and track collaborative performance.
A winning mindset
The three most essential ingredients of a world class customer service. A simple way of working that any organization can adopt.
ABC of Service Experience
Soft skills will be the new USP in service. The 26 human characteristics that service bots don’t have, and how to apply these.