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Listen at Scale
Charlene Li emphasizes the importance of strategically using social media and big data to listen to key audiences in real-time, while also cautioning against the risks of overwhelming information, and suggests focusing on trusted filters to enhance communication and innovation.
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How Great Leaders Listen, Share, and Engage
Charlene Li emphasizes that instead of mastering specific social media tools, leaders should prioritize engaging their audience through strategic listening, informed priority-setting, and effective communication, as social media platforms will continue to evolve.
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Build Immense Customer Loyalty
Customer loyalty is essential for competitive success, and ServiceNow CEO Bill McDermott emphasizes three best practices to achieve it: segment your marketplace, understand your competition, and treat customers with dignity and respect to build lasting goodwill.
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Develop and Execute a Competitive Strategy
Bill McDermott, CEO of ServiceNow, emphasizes the importance of simplicity in competitive strategies, advocating for clear communication and understanding of customer needs to enhance brand loyalty and drive innovation while reducing the complexity that can hinder profitability.
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How to Conduct a Sludge Audit
Professor Cass Sunstein highlights that “sludge,” or bureaucratic frictions like excessive paperwork and waiting times, hinders access to benefits, and suggests conducting a sludge audit to streamline workflows and improve quality of life by identifying and reducing these inefficiencies.
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The Democratization of Branding
Designer Debbie Millman explains that branding extends beyond fashion to encompass religious and cultural beliefs, illustrating how shared symbols historically fostered community and safety, while modern technology has shifted brand creation back to a bottom-up approach, empowering consumers to shape their identities.
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Designing Cross-Functional Metrics
When employers seek feedback on work satisfaction but fail to act on it, they risk damaging trust and worsening job satisfaction, highlighting the importance of integrating employee experience (EX) and customer experience (CX) metrics to address critical pain points effectively.
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Understanding the Customer Experience
James Cash Penney emphasized that courteous treatment leads to customer loyalty, but Tiffani Bova highlights that true customer experience (CX) involves creating added value through multiple metrics, ensuring elevated experiences that encourage recommendations and retention.
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Connecting the Customer and Employee Experiences
Tiffani Bova emphasizes the crucial link between customer experience (CX) and employee experience (EX), arguing that fostering happy employees leads to satisfied customers, and suggests balancing their needs to drive growth and improve overall business alignment.
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Grow Your Business with the Experience Mindset
Tiffani Bova emphasizes that fostering employee satisfaction is crucial for enhancing customer experience, advocating for the integration of customer experience (CX) and employee experience (EX) to achieve predictable growth.