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, […]
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 […]
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 […]
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 […]