Pisano Academy - Keep the Tab Open #41
Welcome to the forty-first issue of the Pisano LinkedIn Newsletter! Stay tuned with us as we provide fresh news and information from the experience management world every other week, right here on LinkedIn!
We will focus on different topics, mainly on Customer Experience as well as Employee Experience and the Voice of Customer. Of course, this newsletter is not limited to Experience Management only, as you will find inspirational resources that are outside the loop but will be helpful to you professionally.
We will share insights from Pisano Academy as well as our guest writers, who will contribute with their knowledge.
How a Single Touchpoint Fails to Tell Your Whole CX Story
Picture this: Your customers rate their post-purchase encounter as excellent, and your customer experience (CX) strategy seems on the right track.
But what if, despite this apparent success, something isn't quite perfect as you observe your retention rates and business growth? Could the data from a single touchpoint have misled you?
Let’s explore the limitations of a single-touch approach in improving customer experience.
CX Word of the Day
Emotional Connection
It is the state of being connected with another person or company with strong emotions. It is vital for companies to connect with their customers emotionally. Emotionally connected customers have higher mistake tolerance and would recommend the company around them. They would establish a long relationship with that company and buy more products and services. Therefore, companies need to follow the emotional connection score metric and plan actions to improve it.
Customer Engagement: 3 Tips for Holiday Season Success
How do you drive engagement value for a consumer who has concerns about inflation and other cultural, social, economic and geopolitical happenings?
One thing is certain — providing context, emotion and controlling operations are three key methods for driving customer engagement value. And value for consumers leads to that long-term customer loyalty that every brand desires.
Feel Pressure To Work After Hours? You May Be Less Productive, Not More.
Recommended by LinkedIn
New survey data, which queried some 10,000 desk-based employees, found that people who log off at the end of the workday reported 20% higher productivity scores than those who feel the pressure to work after hours.
Unsurprisingly, those who felt the need to log on after hours reported twice the work-related stress and burnout levels as their unplugged peers.
Then there’s research from the WHO, which concludes that working 55 or more hours per week is associated with an estimated 35% higher risk of a stroke and a 17% higher risk of dying from heart disease.
EX Word of the Day
Separation
The sixth step of the Employee Life Cycle. The exit processes of the candidates who will leave the organization (Ex: Exit Interview, Alumni) are followed at this stage.
How to Manage 5 Generations in the Modern Workplace
With several generations working side-by-side, it’s essential to consider how their typical workstyles and needs might differ since each generation has distinct experiences and preferences, especially when it comes to technology.
With the right insights though, you can give individuals the right tools to maximize productivity and get your teams to collaborate more effectively.
Here are effective ways to tailor your workplace culture to manage 5 generations in today’s modern workplace
Google Announces OpenAI Rival: Gemini
Google, announced that it is releasing its OpenAI rival, initially as part of its Bard AI chat application.
According to the announcement, Gemini has been “built to be multimodal, can generalize and seamlessly understand, operate across and combine different types of information, including text, images, audio, video and code.”
Let's unveil Gemini's magical potential through this captivating video:
It is exciting to be living in the midst of an AI revolution, and the industry's momentum is showing no signs of waning.