employee experience

The Benefits of a Customer-Centric Culture

I originally wrote today’s post for Customer Contact Week (CCW). It appeared on their site on November 8, 2019.

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Employee Experience – Good for Employees, Good for Business

I originally wrote today’s blog post for Intouch Insight. It appeared on their blog on September 5, 2019.

In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels. In other words, employees and the employee experience must be the first priority of the business.

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Boeing's Warning to Corporate Communicators

Boeing’s widening woes are a warning to every communicator tasked with creating or sharing company purpose.

The headline in today’s New York Times says it all: Cascading Crisis Reveals ‘Sick’ Culture at Boeing. Recently revealed internal documents show employees regularly cutting corners, dissing one another and insulting customers, feeling remorse for having deluded regulators and, above all, obsessing about meeting deadlines and budgets.

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Keeping Employees Informed About Customer Experience Transformation Efforts

According to TechTarget, “Customer experience management is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.”

Gartner defines it as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty, and advocacy.”

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What Exactly Is Employee Experience?

Today’s post was originally published on Forbes on February 1, 2019. I’ve made some modifications to that original post.

It’s starting to happen. I hear it. I see it. Finally.

It’s not perfect, but we’re making progress. I’ll take progress at this point. It’s better than nothing.

What am I talking about?

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CX Journey™ Musings: Hiring for Culture Fit

Is hiring for culture fit a good idea?

In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited that hiring for culture fit destroys things like diversity, creativity, and innovation. And then I saw the responses on LinkedIn because it became a “today’s news and views” topic, and I was baffled.

Oh boy. I think we need to start with some definitions.

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CX Journey™ Musings: In the Name of Humanity…

As a customer experience professional, you focus a lot on the customer. You put the customer on a pedestal. You put the customer front and center. And rightly so; without customers, you have no business. But you have to remember this: in order to deliberately design a customer-centric culture, you must put employees more first. Only when employees have a great experience can customers have a great experience, too.

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Linking Behaviors to Core Values

I write about organizational culture and core values quite often. One of my most recent articles on this topic was about whether or not employees believe in their companies’ core values. In that post, I shared this statistic from Gallup: only 23% of U.S. employees believe that they can apply the core values to their work, while only 27% believe in the values. That’s pretty dismal, and I think I know why that’s the case.

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The “New” Purpose of a Business

It all starts with CEO commitment.

Customer experience professionals got an early Christmas present last week in the form of a revised statement on the “purpose of a corporation.” Well, it was a revision for the CEOs at the Business Roundtable, but many of us already know what the purpose of a business is.

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5 Key Building Blocks of a Winning Customer Experience Strategy

I originally wrote today’s post for Kayako. It appeared on their blog on March 1, 2019.
 
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