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Are you cancelling your conference?  Postponing an event?  Re-thinking your approach to in-person learning and development programs?  I would like to help you navigate the disruption and uncertainty caused by the coronavirus and the restrictions that have ensued. I understand that just because you aren’t gathering people together doesn’t mean that your need to equip […]

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What does it take for a small business to scale?  An infusion of money?  A stream of innovations?  A big growth spurt? Research and consulting firm TrueSpace and Gallup have issued a new report that identifies the operating conditions that foster sustainable growth among post-startup companies.  The research shows growth-minded small businesses should narrow their […]

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Over 15 years have passed since Harvard Business School professor and innovation expert Clay Christensen introduced the “jobs to be done” theory of innovation but his insights remain timely, relevant, and instructive.  By seeking to understand what customers are trying to do in a given circumstance — what they hope to accomplish — companies can […]

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In the spirit of turning over a new leaf to kick off 2020, I’d like to suggest five New Year’s Resolutions for achieving great CX in 2020: Offer exclusivity — Pursue new approaches that create experiences that are truly exclusive, different, and original. Develop empathy — Go beyond soliciting customer feedback and conducting survey research […]

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What brands should you pay attention to in the coming year?  I’ve just published my list of Brands To Watch In 2020.  Naming one brand per letter of the alphabet, the list includes Amazon and Facebook of course, as well as non-tech sector newsmakers such as Nike and LVMH — and even some unconventional takes […]

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 […]

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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 […]

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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 […]

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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 […]

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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 […]


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