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, […]
Your Human Resources and Compliance/Risk/Ethics departments might not be the first to come to mind when you think about culture-building, they can – and should – influence it significantly. And they are only two of the many groups within your organization that must be engaged in culture-building. As a leader, you may spearhead the definition […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]