employee experience

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).

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Four Questions You Have About Customer Experience (and answers)

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience.

It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.

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Five Myths About Corporate Culture and Five Strategies for Cultivating a Great One

While the importance of workplace culture is well-understood, how to build a great culture is less established.  In the research and work I did leading to my upcoming book, FUSION: How Integrating Brand and Culture Powers the World’s Greatest Companies (published by Nicholas Brealey, an imprint of Hachette Book Group on March 13, 2018), I identified five common myths  about culture-building — as well as five strategies for cultivating a unique, healthy, sustainable organizational culture.

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8 Must-Read Posts to Start Your CX Strategy on the Right Foot

Does your company place top priority on culture and employees?

I've asked this question many times over the last several years - over the last 25 years. I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience. And yet... they don't.

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2018 Will Be the Year of Employee Experience

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 2018 The Year of Employee Experience.

What Is Employee Experience?

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Avoiding Change Fatigue

Are your employees suffering from change fatigue?

Not familiar with the term "change fatigue?" I suppose that's probably a good thing!

Maybe it's happening, but you're just not aware of it?

What is change fatigure?

According to Wikipedia:

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CX Journey™ Musings: Culture - The Soul of the Organization

In business, your culture is the soul of the organization.

The soul is the essence or the moral force of a person, their emotional or intellectual energy. It's the part of you that consists of your mind, character, thoughts, beliefs, and feelings.

Translate that to your company, and it becomes a good proxy definition for culture. The culture embodies the soul of the organization. As I mentioned in a previous post, we know that Culture = Values + Behavior. Core values are the fundamental beliefs of an organization. Further clarified, they become guiding principles, which dictate behaviors and can help people understand the difference between right and wrong. 

The only thing we have is one another. The only competitive advantage we have is the culture and values of the company. Anyone can open up a coffee store. We have no technology. We have no patent. All we have is the relationship around the values of the company and what we bring to the customer every day. And we all have to own it.” -Howard Schultz 

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Time to Hit Refresh on Customer and Employee Experience Design Efforts?

What Matters And Is Missing In Those Who Are Working On Improving The Customer/Employee Experience?

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7 Pillars of a Strong Culture

Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking."

Culture is such an important part of your business. It's really the foundation of the organization.

I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values.

Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

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CX Complacency and the Lack of a Burning Platform

When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated?

I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.

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