If you’re considering issuing an order to your employees to head back to the office, you might learn valuable lessons from the differences between Amazon and Dell approached the change. For example, a significant change in employee experience such as an RTO order is one of the most important instances in which leaders should apply the […]
The principles in my book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest can be applied to employees, employee experience, and employee engagement. For example, in WGBD, I explain that Great Brands Avoid Selling Products. Instead of simply focusing on selling products or services to customers, great brands […]
Are you looking for how to improve customer experience (CX)? New technologies such as personalized search or AI-powered text analytics hold great promise for improving CX. But technology alone isn’t enough. The most important, and perhaps most surprising, improvement to CX has little to do with technology — it’s improving employee experience (EX). In fact, […]
I’m not a designer so I don’t have any expertise on this, but from the perspective of brand leadership. infusing your office design with your brand seems an effective way to turn your office into a magnet, inspiration, and guide for employees. Plus, when I reached out to my go-to expert on all things office […]
The age-old question – which is more important, customers OR employees – is a misguided, and potentially dangerous one. As a business leader, you shouldn’t prioritize one group over another. Instead, you should link employees and customers. One way to connect employees and customers is to use cultural tenets that are relevant and important to […]
Meta CEO Mark Zuckerberg recently referred to Meta employees in a new way: Metamates. Is this a good idea? Should you use a coined name to refer to your employees? The poll I fielded on LinkedIn yielded a definitive answer: It depends. 28% supported the practice of made-up names for employees; 32% voted against it; […]
Customer Experience (CX) maturity models are used by many companies to guide, measure, and improve their performance on CX. You need a similar tool to empower Employee Experience (EX) excellence. I suggest an EX Maturity Model that incorporates the 10 key building blocks of EX: Strategic clarity – clear vision and strategy for EX EX:CX […]
Customer personas — models that represent different groups of customers – have been a valuable tool in customer experience (CX) design. Now it’s time to apply the approach to employees and employee experience (EX) design. Employees personas can be used to develop completely new EX designs that bridge the gaps caused by a hybrid workforce, […]
Back in early 2018, I wrote “2018 Will Be the Year of Employee Experience.” Little did I know that only a couple years later, it would already be “The Year of Employee Experience 2.0”! Yes, there’s a new employee experience mandate (EX). The COVID-19 pandemic transformed so much so quickly, it’s only natural that it […]
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 […]