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How to Keep Waterfalls Flowing


If you’ve ever stood alongside a waterfall, whether it’s a mountain stream, Niagara Falls or the massive Victoria Falls, it’s impressive to see the flow. The power of a waterfall is in its kinetic energy, flowing from its source to its destination downstream. That power, properly harnessed, can literally light up cities.

Messaging is much like a waterfall. In most organizations, internal communications flow down from the top management and are intended to reach all employees. But all too often there is a problem with this cascade: the flow gets diverted or, worse yet, stops. When that happens, the people downstream who need to receive the message don’t get it, or they can’t clearly understand it.

7 Ways to Make More Positive Customer Experiences


Customer engagement is critical to sustaining growth for your business. But what helps engage customers? The answer is consistent positive experiences with your business. Below are seven ways to create more positive experiences for your customers.

  • Focus on expectations. What do customers expect of your company? This is partly what you establish and what your customers have experienced elsewhere. If your industry isn’t known for wowing customers, then it shouldn’t be hard to make noticeable improvements. But you may have to overcome skepticism. Conversely, if your competitors have set the bar high, then your organization has to redouble its efforts to impress customers.

5 Benefits of a Better Experience for Customers


Customer engagement is closely tied to winning and, more importantly, keeping customers. In all industries, but especially in service industries, customer experience is a major differentiator.

People choose to buy products and services for many reasons. Price is an obvious one, but it’s far from the only reason. In virtually every industry, consumers have an array of choices and different brands to consider. Selecting a complex product or professional service can take a lot of effort. Some consumers are inveterate shoppers – they’ll look around constantly for the best value or lowest price. Why would a customer who has a positive experience want to go to that trouble of researching and choosing another provider? The simple answer is, most don’t. Unfortunately, too many companies give their customers reasons to look around.Businesses that want to keep their customers need to focus on improving the customers’ experience.

The Secret All Businesses Need to Boost Engagement


Businesses in all industries tend to agree that improving engagement among employees and customers is a critical step in strengthening their brands and achieving sustainable growth. Why do many organizations fall short of materially increasing engagement? They are missing a secret ingredient.

That secret is the power of authenticity in messaging. When communicating with employees, customers and business partners, organizations can’t fake it and expect to make it. Authenticity means the message, and the messengers, are perceived as credible and truthful. Dictionary definitions of “authentic” include being real, factual, true to one’s self or character, and worthy of acceptance or belief. What you see and hear should be what you get. The more that actions and words are in sync, the greater the perception that the message is authentic.

How to be an engaging speaker during virtual events


Being a dynamic online presenter takes practice. Connecting with a remote audience is challenging especially when trying to connect to a group of people through a camera. In order to be successful the speaker must understand the technology, have solid network/computer setup and remain upbeat throughout the session. Here are 8 tips to help you become an engaging speaker during a virtual event and webcast and keep your audience’s attention.