employee experience

Employee Experience Comes First

There should be no doubt: companies must recognize that employees come first.

I had a great time talking about this and many other topics when I joined Mary Drumond and James Conrad with Worthix for their Voices of Customer Experience podcast.

Continue Reading

Straight from the Horse's Mouth

I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018.
 
Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.
 
Continue Reading

Transforming Your Culture with the Help of a Culture Committee

What is a Culture Committee? And do you need one? (The short answer is "Yes!")
 
Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success.
 
Continue Reading

A Fish Rots from the Head Down

A fish rots from the head down - and so does your culture.
 
What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.
 
Continue Reading

Do Leaders Really Care About Their Employees?

Does your CEO - and your entire leadership team - really care about their employees? 
 
I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
 
Continue Reading

How Do You Measure #CX Success?

How do you measure success of your customer experience initiatives?
 
For any type of project or initiative that you undertake, it's important to be able to track progress and measure success. In order to do that, you must first outline what success looks like and what metrics you'll use to measure that. Outlining what success looks like starts with: specifying the problems to solve, establishing the objectives, and defining the desired outcomes.
 
Continue Reading

How Do We Ensure Employees are Happy and Engaged?

I originally wrote today's post for HappyOrNot. It appeared on their blog on October 18, 2017.

Without employees, you have no  customer experience.

Continue Reading

Fuse Customer Experience and Employee Experience to Drive Your Growth

If you want to know which comes first,  employees or customers, Donna Morris will answer “both.”  As the EVP of Customer and Employee Experience at Adobe Systems, Morris spearheads efforts to attract, engage, and develop employees and customers.  Moreover, these efforts are well-integrated and aligned.  In a recent interview, Morris outlined for me some of the primary ways she fuses together customer experience (CX) and e

Continue Reading

A Culture of Excuses

Is your company culture best described as a culture of excuses?

If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK?

And then consider making "no excuses" one of your core values. Seriously.

Continue Reading

Put People Before Profits

Does your company put profits before people?

I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).

Continue Reading
Subscribe to RSS - employee experience