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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]

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If you are like most business leaders around the world, you probably want to improve your employee engagement — for good reason.  The Gallup organization estimates that actively disengaged employees cost the U.S. $450 billion to $550 billion in lost productivity per year.  It’s clear employee engagement should be a priority for you, but in addition to asking how to engage […]

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 […]

ron-johnson-jcpenney-21

Ron Johnson’s departure from J.C. Penney last week can be attributed to his low CQ, that is, Customer Quotient. Just as some leaders have been accused of low EQ, emotional quotient (defined as the ability to identify, assess, and control the emotions of oneself and of others), Johnson lacked the ability to identify, assess, and […]

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What happens when a $2.1BB+ organization re-commits its 20,000+ people to its vision and values?!   I got to find out last week when I attended “Extraordinary: The Power of Ten” the All-Staff Assembly put on by Sharp Healthcare. Thanks to a generous invitation from Mark Tomaszewicz, the director of The Sharp Experience, I got […]