employee experience

7 Pillars of a Strong Culture

Culture is best defined as "values plus behavior" and is often described as "how employees act when no one is looking."

Culture is such an important part of your business. It's really the foundation of the organization.

I've previously defined culture as the set of values and norms that guides how the business operates; culture happens when we operationalize the values.

Herb Kelleher's definition of culture is still my favorite: Culture is what people do when no one is looking.

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CX Complacency and the Lack of a Burning Platform

When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated?

I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.

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Preparing Employees to Deliver a Great Customer Experience

I originally wrote today's post for CallidusCloudCX. It was published on their blog on April 24, 2017.

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly.

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Complacency or Innovation: You Decide

How can anyone become complacent about running a business? or about winning at business?

It happens!

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general.

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Internal Communication Growing Pains and How To Solve Them

Today I'm pleased to share a guest post by Rae Steinbach.

Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff.

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Memo to HR Dept: 'Are our workplaces suitable for older workers?". Response: No idea.

Aviva has been researching the intentions of older Brits to continue working.

What did they find? More than half (55%) of over-50s workers have concerns around work and its impact on their health as they age, with women (61%) most worried about this.

Aviva calls for more support from employers as only 14% older workers say their workplace culture is positive towards them

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Where Do Your Employees Fall in Order of Importance?

Does your company put employees first? or customer first?

I suppose that there's one more possibility - neither.

Sadly, that's the case for a lot of companies.

But that's not the topic of this post. This post is all about where employees fall in order of importance in your company.

Recently, I was reading an article in Industry Week and came across this paragraph.

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The Candidate Experience and the Customer Experience

I originally wrote today's post for Clicktools. It appeared on their blog on December 30, 2016.

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Employee Engagement: A Confluence of Passion and Purpose

Why is it so difficult to understand what employee engagement is all about?

I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in the workplace, noting that he was writing an article about employee engagement.

It's great that there's an ongoing  spotlight on employee engagement because it's still at an all-time low.

But let's just all say it in unison one last time:

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Ignite CX & EX to power up your business

Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between CX & EX, so I thought I’d share a few points here.

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