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 […]
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 […]
If you expect your employees to do what they can to build your brand, then you better make sure they’re equipped with the knowledge, skills, and resources to do so. This makes sense, but according to my employee brand engagement assessment research, most business leaders approach employee brand engagement with little more wishful thinking. […]
Hot off the presses or out of the recording studio, here are 5 new resources on employee engagement from me: Engaging Employees Starts with Remembering What Your Company Stands For — on Harvard Business Review. Most engagement efforts fail because they’re generic. Fuse Customer Experience and Employee Experience to Drive Your Growth — on Forbes. Adobe […]
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 […]
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 […]
From What Great Brands Do: If you don’t develop greatness among your employees, your employees are unlikely to deliver greatness to customers. Learn more in The Secret Sauce of Employee Recruiting and Engagement, a three-part post I wrote for The Keva Dine Agency, a leading recruitment and placement agency for the creative industries. Part One: By knowing […]