Small Business

Customer support will not be buyer expertise (and vice versa)

All too typically, after we speak with leaders about buyer expertise, they’ll nod their heads knowingly and say one thing alongside the strains of, “We offer nice customer support.” Or they could relate a story of a while when an worker went above and past to repair a buyer’s downside.

However customer support is only one facet of the whole buyer expertise. It normally comes into play when one thing has gone fallacious; it’s the place the place firms sort things when a part of the expertise has been lower than passable. A buyer orders the fallacious measurement and must change it; transport has been delayed due to climate (or within the final yr, due to the put up workplace or COVID-19-related provide chain issues); a invoice is meaningless or accommodates an error. Says Gary Moore, CEO of ServiceSource, which offers outsourced B2B gross sales and assist, “Customer support is

Are we having enjoyable (at work) but?

Anyone who’s endured a tense Scrabble night time with their household or been picked final for the crew in school is aware of that “pleasant” competitors isn’t all the time enjoyable and video games. What would possibly appear to be limitless amusement to some could be a supply of hysteria to others. Nonetheless, in an effort to spice up efficiency, lighten the temper, or relieve the tedious nature of repetitive work, many managers are introducing game-playing to the office, sometimes within the type of app-based competitions.

This so-called gamification of labor has caught on in a number of fields, together with retail, banking, and human assets. It’s been hailed as a option to maintain workers extra engaged and centered (particularly these in youthful generations who grew up taking part in video video games). The attraction is clear: Analysis exhibits that job satisfaction is the important thing to worker happiness and

Streaming power


For a lot of industries, the COVID-19 pandemic offered a requirement shock — and nowhere was it larger than in streaming. The numbers are staggering. Netflix, Amazon Prime Video, and Hulu noticed their subscriber counts develop massively, whilst new entrants comparable to Disney+ and HBO Max garnered tens of tens of millions of latest clients in a matter of months. Within the U.S., the variety of streaming subscribers doubled up to now seven quarters from an already massive base (see chart under). In keeping with PwC’s World Leisure & Media Outlook 2021–2025, world over-the-top (OTT) revenues rose a formidable 26.2 p.c in 2020, to US$58.4 billion.

Every month appeared to convey blockbuster numbers:

• DreamWorks’s Trolls World Tour, unable to be launched in

Renewable power and the round financial system are driving development for Neste

Peter Vanacker is well-acquainted with disruption and battle. Because the president and CEO of Neste Company, he leads an organization with a market capitalization of about US$40 billion that stands with a foot in two contrasting camps. Based mostly in Espoo, Finland, Neste has a heritage in oil refining. However Neste’s future on the world stage is being formed by sturdy development in renewables and the corporate’s position in driving the round financial system. Vanacker, 55, holds Belgian and German citizenship; he was appointed president and CEO in 2018, after years as an government within the chemical substances and polymers trade. He’s open concerning the challenges he faces sustaining the refinery aspect of the enterprise whereas aggressively constructing the renewables operation.

The COVID-19 pandemic solely added to those complexities. For Neste’s enterprise pursuits in oil, the pandemic created important obstacles. Main customers of oil, such because the aviation trade, have

Constructing a greater you

Easy methods to Change: The Science of Getting from The place You Are to The place You Wish to Be

by Katy Milkman, Portfolio, 2021

A disaster — such because the COVID-19 pandemic — adjustments the way in which we lead our lives, typically considerably. However when it’s over and issues start to return to regular, how most of the optimistic adjustments will stick? Will we proceed to spend extra time with household and train extra frequently? And the way will we overcome the very human tendencies towards temptation, laziness, under-confidence, or forgetfulness?

Setting overly bold targets and making grand plans can really feel daunting. We grow to be impatient for outcomes, too. As an alternative, the trick is to know your inside obstacles — or “opponents” — and choose the precise methods to beat them. That is the central premise of the eloquent, substantive, and uplifting ebook Easy methods

Three post-pandemic predictions for the world of labor

I used to be studying an article not too long ago about loosening journey restrictions, and midway by way of, I got here throughout a quote that powerfully captured what I feel many individuals are feeling nowadays: “We are able to see a future, which is superior.” In any case, when the pandemic enveloped the world final spring, that potential to hope and plan for the longer term was shut down in our collective consciousness.

Sure, the each day headlines nonetheless deliver troubling information about stubbornly excessive charges of COVID-19 instances, mounting loss of life tolls, and gradual vaccination rollouts in some international locations. And the problems of social justice which have dominated the headlines persist. However corporations are also beginning to deliver workers again to the workplace, persons are starting to consider actual holidays once more, and gloomy predictions of financial collapse are giving strategy to unbridled optimism about