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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 […]

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Now that according to Gartner more than 90% of businesses compete primarily on the basis of customer experience (CX), it’s no longer enough to make CX a corporate priority.  The next competitive frontier is employee experience (EX) and the signs indicate so strongly that EX will become the next priority for organizations that I’m calling […]

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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]

engaged book

(“brand book bites” highlight the most interesting brand stories in the latest best-selling books.  For more bulleted briefings on the books I recommend, subscribe to my feed.) –  the book:  ENGAGED! Outbehave Your Competition to Create Customers for Life – a practical guide about how to design and implement a sustainable culture and customer experience […]

dollarhyde

Today I’m tackling one of the biggest challenges that business leaders face:  how do you grow from a small, cool company into a large, cool one?  When you’re small, it’s relatively easy to cultivate a vital company culture and establish a differentiated niche brand — but as you add more people, products, and/or places, it’s […]

ron-johnson-jcpenney-21

Ron Johnson’s departure from J.C. Penney last week can be attributed to his low CQ, that is, Customer Quotient. Just as some leaders have been accused of low EQ, emotional quotient (defined as the ability to identify, assess, and control the emotions of oneself and of others), Johnson lacked the ability to identify, assess, and […]

10.04.12

Followership

brand-as-business bit:   In Deadlines and Disruption, the memoir by Stephen B. Shepard, editor-in-chief of Businessweek from 1984 to 2005, Shepard writes about a conversation with Oz Elliott, former editor of Newsweek: He thought that institutions—whether magazines or companies—sometimes fail because of weak leadership. There is no vision or strategy. But sometimes, he said, even strong leaders with […]