employee experience

Do You Believe in Your Company's Core Values?

Do employees believe in the core values? Do they even know their company's core values?

Core values are the fundamental beliefs of an organization; they  guide executives and employees in identifying which behaviors and actions are right and which are wrong.

Everything you do must be aligned with your core values, and core values should be integrated into everything you do. When in doubt, ask: "Is this the right thing to do? Does it fit with our core values?"

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The Culture Perception Gaps

Are you aware that there's also a Culture Perception Gap?

I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now.

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Have You Digitized Your Journey Map?

Do you know why it's important to digitize your journey maps?

In the past, I've written about some of the myths of journey mapping. One of those myths was:

Without a digital mapping platform, I can't even begin to map.

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You Can Lead a Horse to Insights...

Is your customer experience transformation work stuck at good intentions? 

One of the biggest showstoppers in customer experience transformations today is execution - actually, it's the lack thereof. You've got a ton of data, insights, and intentions, but action is the key - and it's not happening. Customers can feel it.

No brainer, you say? Not so fast. If it was a no brainer, would I call it one of the biggest showstoppers today? I think not. You know it's a problem!

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Defining Your People-Centric Culture

I originally wrote today's post for CMSWire. It appeared on their blog on May 8, 2018.

While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience.

Big mistake. The correlation is real. Happy employees lead to happy customers.

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What #CX Professionals Wanted to Know in 2018

What was on the minds of CX professionals in 2018?

And, most importantly, what does it mean for 2019?  That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year!

It's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) posts, the most-read CX Journey™ posts, that I wrote last year.

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Questions to Consider Before Forming a Customer Advisory Board

I originally wrote today's post for Clicktools. It appeared on their blog on March 26, 2018.

There are a lot of different ways to listen to customers and employees.

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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.

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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.
 
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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.
 
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