Treating your employees like family sounds nice, but makes no sense.  In fact, trying to run your organization as a family – or even merely saying that you do — will hold you back, and may even backfire. Your company is not like a family because: You have to let people go. You must set and […]

_

Every customer experience (CX) leader needs a CX Maturity Model. What is a CX Maturity Model?  A CX Maturity Model is a framework that identifies the different areas of development that CX requires, along with key milestones in each area. Why do you need one?  Without a model, CX efforts can become a bunch of […]

_

Having a meaningful purpose or being a “purpose-driven” company has become a popular notion in business today.  Most leaders know they need to “start with why.”  And now, nearly 200 CEOs of leading American firms have signed the “Statement on the Purpose of a Corporation” with the Business Roundtable, stating that the purpose of a corporation […]

_

All talk, no action — it doesn’t work with customers and it doesn’t work with employees.  If all you do is talk about making changes, but they don’t see them, then your efforts go to waste. This point was driven home at the Culture First conference by Culture Amp that I recently invited as a […]

_

If you’re like me, you probably think that employee experience (EX) ends at the end of employment.  But I’ve recently become aware of the value of employee alumni networks — and many companies are as well.  Not only might an alumni network help improve EX, it can deliver benefits in the precise areas most needed […]

_

All the changes that customer experience (CX) improvement tends to involve — new systems and technology, process and operations changes, different organizational culture, etc. – can seem overwhelming.  And sometimes it’s hard to know what the priority should be.  But according to CX leader Devon Westerholm, you really only need to do this one thing […]

_

In this era of unicorns and hot IPOs, it’s easy to get caught up in the stories of start-up successes.   But start-up failures are far more common.  The folks at CB Insights found that 70% of upstart tech companies fail.  And consumer hardware startups fail even more frequently, with 97% ultimately dying or becoming “zombies.” […]

_

Apple announced it is moving into services — Netflix-type services, curating and streaming content.  It’s a pretty big shift for a company that’s been primarily in hardware and software.  If any company CAN make the shift, it’s Apple — but I wonder if it SHOULD.  Will the core of the Apple brand be eroded in […]

_

A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it. You might try to innovate in CX by developing new digital capabilities or testing new technologies. […]


Subscribe to the Blog

Sign up to receive an update each time a new blog post is published.