employee experience

What’s The Impact of a Shitty Employee Experience on the Customer Experience?

Can you deliver a good-to-great customer experience without paying attention to the employee experience?  If you forget theory and look at the practice in large organisations you might just see that the answer is a resounding “Yes!”  There is so much talk about the customer experience and in the process a lot of extra work is put on to the shoulders of the employees. There is almost zero attention to the employee experience. Almost nobody that matters grapple seriously with improving the lives/experience of the employees who face the customers.

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The Business Case for a Great Employee Experience

Have you put the spotlight on the employee experience at your company?

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12 Es Impacting Employee Experience

A lot of elements comprise the employee experience. Many, ironically, start with the letter E.

Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. For whatever reason, as I started writing today's post, I was reminded of that post. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience. 

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Why Richard Branson is wrong about customer-centricity

After almost half a century of stirring up the status quo and bringing good cheer to customers in notoriously cheerless markets (trains, banking, cable TV), Virgin revealed recently that they have in fact NEVER put their customers first. 
 
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CX Journey™ Musings: Guiding Principles

Does your company have a clearly defined set of guiding principles?

On the heels of the Amazon "exposé," I thought I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's happening there - I don't work there, so I have no idea. Besides, there are always three sides to every story: yours, mine, and the truth, right? 

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CEM Toolbox: Employee Experience

Have you considered that employees are a tool in your CEM Toolbox?

Continuing my CEM Toolbox series, which follows my CX Framework and builds out tools to facilitate the framework, the next stage is all about focusing on the employee experience.

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Employee Engagement Strategy? Nay! Leadership Strategy!

Let's just put this out there again: Employee Engagement is not a strategy.

I just read somewhere that it is ... which tells me that it bears repeating both what it is and what it isn't. Employee engagement is...

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Jeff Bezos Gets Customer Experience - But What About Employee Experience?

Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who suggested that it would be equally valuable to review how Amazon treats its employees.

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