employee experience

CX Journey™ Musings: Ride for the Brand

What is a brand? And what does it mean to ride for the brand?

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Employee Experience: Are You Providing Feedback or Feedforward?

A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?

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Employee Experience Drives the Customer Experience: But It’s Not Just About the Frontline

I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees.

That is just not true.

When I’ve addressed this latter point, I’m always asked, “Well, then how do I connect the dots for the backoffice folks?” I love to answer this question.

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Humanizing Automation to Help Employees Work Smarter Not Harder

Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.

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Transforming the Customer Experience From the Inside Out

I’ve written about inside out thinking and behavior a few times, but today’s focus on inside out is a little different.

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8 Tips to Create a Great Candidate Experience

Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through similar stages as the customer experience lifecycle.

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CX Journey™ Musings: The Employee Platinum Rule

There’s the Golden Rule: treat others the way you want to be treated.

And there’s the other Golden Rule: he who holds the gold makes the rules. In other words, those with the money are in power, i.e., your customers.

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Four Inputs of a Customer-Centric Culture Transformation

I originally wrote today’s post for Shep Hyken’s blog. It appeared on his site on May 29, 2020.

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Journey Mapping: Which Journeys Should You Start With?

The first step in my six-step journey mapping process is Plan.

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Prioritization and Decision-Making Tools: The Eisenhower Matrix

Decisions, decisions, decisions.

As customer experience professionals, we have decisions to make; we need to help our executives make decisions; and prioritization is an important part of our decision-making process. Tools to be more efficient and effective with our time and our efforts are priceless!

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