Here are Denise’s latest articles.  Select “See All” to access a complete library of her writings, searchable by topic, publication, and date.


6 Ways to Build a Customer-Centric Culture

October 2, 2018

Harvard Business Review

Topics: Customer Experience, Corporate Culture, Culture, Leadership

Keywords: customer-centricity, customer-centric culture, customer experience culture, customer experience success, customer experience leadersihp, CX Day, CX strategy, CX culture, customer culture

Start by hiring people who really care about the customer experience.

What Patients Really Want And Why Healthcare Companies Should Care

October 2, 2018


Topics: Digital Health, Health/Fitness/Wellness, Customer Experience, Brand Experience, Customer Service

Keywords: customer experience, patient experience, #CX, healthcare experience, healthcare customer experience, PX, The Beryl Institute, what healthcare patients want, Consumer Perspectives on Patient Experience 2018

The Beryl Institute recently released findings from research they conducted on PX. Their report, Consumer Perspectives on Patient Experience 2018, reveals what patients really want and why healthcare companies need to pay attention.

Reminder: Customers Care How You Treat Your Employees

September 26, 2018

Harvard Business Review

Topics: Corporate Culture, Business, Employee Engagement, Social Responsibility

Keywords: employee culture, Denise Lee Yohn in Harvard Business Review, employee policies, IBM employees, employee discrimination, age discrimination, corporate reputation, employeees and brand image

Your talent policies affect your reputation, performance, and culture.

Advancing A Culture Of Education At IBM

September 12, 2018


Topics: Corporate Culture, Business, Culture, Leadership

Keywords: IBM employee engagement, IBM education, IBM learning & development, IBM culture, Carrie Altieri IBM, learning organization, employee education, employee training

Some companies say that they are a learning organization, but IBM actually is one.

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Newsletters: Brand Leadership Briefs:

These are Denise’s most recent e-newsletters.  The full archive is available by selecting “See All.”


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