Customer expectations are higher than ever before, and your customers are scrutinizing your business more intensely than ever. They’re comparing their experience with your brand to the easy, fast, and personalized experiences they’re having with the best of the best. And it’s these customer-focused businesses that get to reap the benefits of renewed loyalty and competitive advantage.

Not long ago, handle time was the chief measure of customer support agent productivity. Managers optimized everything they could to lower costs (that is, time spent) by speeding up their teams’ calls. This, according to management consultants at Bain & Company, is what leaders do to make teams more efficient. Efficiency is producing the same with less. Productivity, by contrast, is producing more with the same.

In most organizations, the highest-performing sales reps are eventually promoted to management. But being a manager is a much different job than being a rep. You can be at the very top of your trade, but that doesn’t necessarily make you a good leader. I experienced this firsthand when I moved into management. I was good at sales, but I wasn’t really good at leading. You’re not taught that it’s a completely different job that operates in a gray area every single day.

Design Sprints are tricky enough with everyone in one room. How can they be done remotely? We’re here to share our proven framework, used dozens of times at JustMad. Note: We assume you’re familiar with the four-day version of the Design Sprint. If not, go ahead and check out this article. We’ll wait!

Growing awareness of attraction centers around the world, faster and more reliable transport systems, and internet booking are some of the reasons for the booming Travel and Leisure Industry. Over the years, tour operators and travel companies have improved touring experiences for leisure tourists by breaking barriers of language, currency, and costs of tours.