employee engagement customer experience

It seems obvious:  employee engagement drives customer engagement.  If you treat your employees well, they’re more likely to create great customer experiences.  But while this truth may be obvious, how to achieve it may not be.  How do you engage your employees?  What does excellent employee engagement look like?  I found a lot of helpful […]

engaged book

(“brand book bites” highlight the most interesting brand stories in the latest best-selling books.  For more bulleted briefings on the books I recommend, subscribe to my feed.) –  the book:  ENGAGED! Outbehave Your Competition to Create Customers for Life – a practical guide about how to design and implement a sustainable culture and customer experience […]

Monster-Loyalty-3D-cover-321x365

(“brand book bites”, a new blog feature of mine, are book reviews that highlight the most interesting brand stories in the latest best-selling books.  Subscribe to my feed so you don’t miss these regular bulleted briefings on the books I recommend you read.) –  the book:  Monster Loyalty: How Lady Gaga Turns Followers into Fanatics […]

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Change happens.  That’s not just a bumper sticker slogan; it’s the state of business today.  Mastering change requires new ways of thinking, talking about, and doing business. I believe the leading companies in 2011 and beyond will distinguish themselves by embracing these five ideas: […]