leadership

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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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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5 #Leadership Books You Must Read in 2019

What's in your library?

I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019.

These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers. Let's dive in.

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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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Marketplaces, Platforms, Ecosystems, and You

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things.
 
No, I won’t be doing any more one-page summary of complicated topics, sorry.
 
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Corporate Culture and the Bottom Line

Is there a linkage between corporate culture and the bottom line?
 
In a nutshell... yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised!
 
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A Fish Rots from the Head Down

A fish rots from the head down - and so does your culture.
 
What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues, toxicity, etc. in your organization - or any organization - start with the leadership team.
 
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Do Leaders Really Care About Their Employees?

Does your CEO - and your entire leadership team - really care about their employees? 
 
I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
 
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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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