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Maintaining Brand in a Recession: How Your Talent Distinguishes the Customers' Experience February 24, 2009 |
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EMS applied a framework to sort through four actions (raise, create, reduce and eliminate) and maximize their Return on Energy (ROE). They found this framework to be a great discussion tool, and saw their time investment patterns change dramatically. For example, they eliminated an investment in CBT (training for product, selling, and customer service) and replaced it with a very hands-on Outfitting Council – leveraging their talent who were most credible with customers – who would teach and certify other guides as outfitters. 7 of 12
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