CX, EX and ROX Blog

CX Journey™ Musings: On the Basis of CX

Ruth Bader Ginsburg: “A court ought not be affected by the weather of the day, but will be by the climate of the era.”
Martin Ginsburg: “The law is never finished. It is a work in progress, and ever will be.” (On the Basis of Sex, 2018)

Just like your customer experience journey.

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Culture Fit: Whose Responsibility Is It?

Culture fit is an interesting topic. Some revere it, while others revile it. (OK, maybe not that extreme… but wasn’t that fun to say/read?!)

About a year ago, I wrote about hiring for culture fit because around that time I was seeing more and more revile than revere for this topic. The topic has resurfaced in recent weeks, especially as it relates to diversity and inclusion.

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Does Corporate Sustainability Have A Credibility Problem?

If the content on company websites was complete and truthful, you’d have to conclude that we’re turning the corner on climate change and social injustice. Only it’s not, and we’re not.

Yes, corporate sustainability has a credibility problem.

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Activate Change With Core Values

I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while at work. All of which can lead to a loss of income. Employee turnover alone can cost a company anywhere from 30-50 percent of an entry-level employee’s annual salary.”

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Customer Engagement or Customer Entrapment?

Just before the pandemic hit, I was invited to speak – and to moderate a fireside chat – at a major global event. Sadly, the event was canceled, but I had spent a bit of time with the event organizer and the panelists, wading through topics and questions for the fireside chat. One of the questions I was going to ask the panelists was something along the lines of:

In order to truly engage with customers, brands need to build trust. What are brands doing to build that trust? Consider each of the following scenarios.”

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Do You Have a Bank for Times Like This

I know it’s hard to believe, especially for some of the youngsters who might be reading this, but there was a time when air travel was so much nicer than it is today. And no, I’m not talking about back in the 40’s! If you were waiting for a flight to depart and there was a problem, the airline might move you to a competing company to make sure you got to your destination. They might even do that if it was your fault, like getting to the airport late and missing your flight. Not that I have any firsthand knowledge of such a thing, I’ve just heard stories.

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Does Corporate Purpose Need A New Purpose?

While most of us think about “corporate purpose” as companies adopting programs to promote public good beyond what directly benefits their bottom lines, I wonder if a bigger, more complex transformation is at hand?

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Blow Up Your Corp Comms

The world we knew at the start of 2020 longer exists. Covid has disrupted how we work, live, and learn, and the only certainty about the future is that we’re not returning to the past.

Therefore, it’s the perfect time to disrupt how your company (and how you) communicate.

No, it’s past time, and it’s not an opportunity, it’s a requirement. Your stakeholders require novel approaches, and your management wants better ideas that cost less money.

So, here are 5 ways you could disrupt what you do:

The Gauntlet To Mediocrity

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