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The problem at Amazon is not simply that its culture has gone awry; more importantly, it has become disconnected from the company’s brand. Amazon’s brand has always been grounded in its aspiration of becoming “Earth’s Most Customer-Centric Company.”  And its leaders have used the organization’s core values, “Leadership Principles”, to guide the company in service […]

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Customer Experience (CX) maturity models are used by many companies to guide, measure, and improve their performance on CX.  You need a similar tool to empower Employee Experience (EX) excellence. I suggest an EX Maturity Model that incorporates the 10 key building blocks of EX: Strategic clarity – clear vision and strategy for EX EX:CX […]

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Customer personas — models that represent different groups of customers – have been a valuable tool in customer experience (CX) design.  Now it’s time to apply the approach to employees and employee experience (EX) design. Employees personas can be used to develop completely new EX designs that bridge the gaps caused by a hybrid workforce, […]

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How did Airbnb manage to recover so quickly from the Covid-19 pandemic? CEO Brian Chesky and the leaders at Airbnb focused on a few key priorities: the core business — they streamlined ancillary offerings and shored up their home rentals business customer emotions — they assessed what customers were feeling and went to great lengths […]

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Back in early 2018, I wrote “2018 Will Be the Year of Employee Experience.”  Little did I know that only a couple years later, it would already be “The Year of Employee Experience 2.0”!  Yes, there’s a new employee experience mandate (EX). The COVID-19 pandemic transformed so much so quickly, it’s only natural that it […]

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Amazon and CEO Jeff Bezos face a crucible moment with employees.  Given the harsh and widespread criticism over their treatment of Amazon employees during the Covid-19 pandemic, what the company does next may determine its future. Amazon has an opportunity to become the standard bearer in employee engagement.  All the resourcefulness and passion – as […]

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As COVID-19 shelter-in-place orders are relaxed and businesses start reopen, take action now to ensure your workforce is ready to re-engage.  Now is the time to hit the reset button with employees. Reset: employee experience (EX) — Just as your customer experience (CX) has been disrupted by the coronavirus, you probably need to re-think many […]

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Emotion has always been critical component for brands to connect with customers and business leaders to connect with employees.  But today, when the coronavirus has unleashed anxiety and decreased physical interaction, an emotional connection is more important than ever.  If you are able to make an emotional connection virtually, you will stand out, win people’s […]

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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 […]