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5 Ways to Improve Your Customer Experience

by Sarah Haun with Coby Lerner and Elliot Felix. Beyond the basics of offering a quality product or service at the right price, great organizations know that great service is the key to growing a great brand.1  Category leaders spend a tremendous amount of energy and resources ensuring that every point of contact between their brand and their customers delivers on its promise. Here are some proven ways that you can ensure a successful branded experience for your customers. 1. Improve…

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Student Service Innovation

by Elliot Felix and Coby Lerner. Student services are undergoing dramatic changes driven by shifts in technology, student expectations, leadership vision, and funding. Students expect coordinated, personalized, convenient, and effective services – anytime and anywhere. Staff expect a workplace where they can grow and succeed. Administrators expect greater accountability, increased efficiency, comprehensive data capture, and continuous improvement. At the same time, student needs are becoming more complex and interdependent and this is directly at odds with the typical silos of…

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Employee Engagement Through Workplace Strategy

by Adam Griff, Director. According to Gallup’s “State of the American Workforce,” only 31.5% of employees are engaged, and over two-thirds are not engaged or actively disengaged. But why should you care? Because companies with engaged employees are more successful. Compared to the median, the top quartile of companies in the same Gallup survey achieve 37% less absenteeism, 25% to 65% less turnover, and 21% higher productivity. Engaging staff is related to more effective businesses as well, with 10% higher…

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Bonjour! Our Annual Trip, 2016

The stories behind the photos we shared on Instagram! Follow us @brightspotstrategy for the whole #bspotreal experience! We retraced the history and cuisine of Montréal’s immigrant waves on Fitz & Follwell’s Flavours of the Main walking tour. Here we are waiting patiently for a Montréal classic, the Wilensky Special: a delicious hot sandwich of grilled salami, bologna, cheese, and mandatory mustard. Relaxing in Parc Jarry following our walking tour and shopping for picnic supplies at Le Marché des Saveurs du Québec. After a fascinating conversation about the challenges of…

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What’s Driving us This Summer

Our team brings together diverse skills and backgrounds, so it makes sense that we draw inspiration from many fields. This summer we’re sharing with others what drives us putting our inspirations on display—both here and on a wall in our new office. We invite you to check out our summer reading list and the infographic below! What we’re reading What’s it called?: Turn the Ship Around! A True Story of Turning Followers into Leaders by L. David Marquet Who recommends it?: Tatiana…

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