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 […]
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 […]
A culture crisis threatens to disrupt Corporate America today as much as the financial crisis did a decade ago. Whether it’s claims of sexual harassment, the lack of diversity and equality at many organizations, or the nearly 70% of American workers who are not engaged at work, business leaders must devote more attention to their […]
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 […]
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 […]
– the book: A Lapsed Anarchist’s Approach to the Power of Beliefs in Business is the 4th in a series of books, Zingerman’s Guides to Good Leading. If you’re not familiar with Zingerman’s, check out their online store (prepare to drool) and their training company, ZingTrain (prepare to be amazed). – the brains: Ari Weinzweig, […]
Yay! It’s finally here! The official launch of my book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest (Jossey-Bass). […]
(“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 […]