Month: August 2018

people analytics

The Power of People Analytics in the Modern Workplace

We’re fortunate to live in a time when it’s easier than ever to understand what motivates people to make decisions. And it’s “big data” that we have to thank for it. With more than half the world’s population now online, there’s unprecedented access to the habits, preferences, and processes that drive people. Most companies know …

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customer service is not the same as customer experience

Customer Service is Not the Same as Customer Experience. Here’s Why.

People often mistake customer experience as just another term for customer service. Newsflash: It’s not. Customer experience, or CX, is the overarching journey your customers take with your business. It’s the feeling customers have before, during, and after the buying process. Customer service, on the other hand, is usually reactionary. And here’s the key: Customer …

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franchise social media

Franchisees or Franchisors: Who Manages Social Media Accounts?

When it comes to maintaining an online presence, franchise development experts are split: Should the franchisor or the franchisee maintain franchise social media accounts? On the surface, it feels like a question of responsibility. A good social media strategy takes considerable work and as a result, both sides of a franchise partnership may seem eager …

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