_

In difficult times like the COVID-19 pandemic and protests over racial injustice, you might be tempted to hunker down, keep a low profile, and avoid taking on risk.  But now is not the time to pull back; you have the opportunity to push forward. In fact, crisis tend to separate those leaders who are able […]

_

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 […]

_

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 […]

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 […]

_

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 […]