leadership

CX Journey™ Musings: Consensus or Alignment?

Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work?

Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately, you’re seeking commitment, not just buy-in. And yet, there’s a greater opportunity to get not just commitment, but alignment and commitment.

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The 8 Behaviours of a Customer-Centric Leader

In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business.

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CX Journey™ Musings: The More Things Change, the More the Excuses Don’t

Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change.

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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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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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Activate Change With Core Values

I recently read a Recruiterbox article that stated: “Culture can either immunize or infect a company. Good culture can revitalize and motivate. Negative culture increases employee absences and turnover while decreasing their overall productivity while at work. All of which can lead to a loss of income. Employee turnover alone can cost a company anywhere from 30-50 percent of an entry-level employee’s annual salary.”

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Blow Up Your Corp Comms

The world we knew at the start of 2020 longer exists. Covid has disrupted how we work, live, and learn, and the only certainty about the future is that we’re not returning to the past.

Therefore, it’s the perfect time to disrupt how your company (and how you) communicate.

No, it’s past time, and it’s not an opportunity, it’s a requirement. Your stakeholders require novel approaches, and your management wants better ideas that cost less money.

So, here are 5 ways you could disrupt what you do:

The Gauntlet To Mediocrity

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Five Tips to Engage Remote Staff During Lockdown

I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020.

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Is It Time to Audit Your Customer Experience Transformation?

I originally wrote today’s post for Forbes. It appeared on the Forbes site on August 16, 2019.

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