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Jeff Bezos Gets Customer Experience - But What About Employee Experience?
Two weeks ago, I wrote a post about Jeff Bezos' latest shareholder letter and his commitment to, or obsession with, his customers. One of the responses I got to that post was from Micah Solomon, who...
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Employee Engagement Strategy? Nay! Leadership Strategy!
Let's just put this out there again: Employee Engagement is not a strategy. I just read somewhere that it is ... which tells me that it bears repeating both what it is and what it isn't. Employee...
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CEM Toolbox: Employee Experience
Have you considered that employees are a tool in your CEM Toolbox?Continuing my CEM Toolbox series, which follows my CX Framework and builds out tools to facilitate the framework, the next stage is all...
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CX Journey™ Musings: Guiding Principles
Does your company have a clearly defined set of guiding principles?On the heels of the Amazon "exposé," I thought I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's...
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Why Richard Branson is wrong about customer-centricity
After almost half a century of stirring up the status quo and bringing good cheer to customers in notoriously cheerless markets (trains, banking, cable TV), Virgin revealed recently that they have in...
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12 Es Impacting Employee Experience
A lot of elements comprise the employee experience. Many, ironically, start with the letter E.Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and,...
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The Business Case for a Great Employee Experience
Have you put the spotlight on the employee experience at your company?I've written many times about the importance of the employee experience, both on its own with regard to retention and performance...
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CEM Toolbox: Employee Experience
Have you considered that employees are a tool in your CEM Toolbox?Continuing my CEM Toolbox series, which follows my CX Framework and builds out tools to facilitate the framework, the next stage is all...
View ArticleClik here to view.
CX Journey™ Musings: Guiding Principles
Does your company have a clearly defined set of guiding principles?On the heels of the Amazon "exposé," I thought I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's...
View ArticleClik here to view.
Why Richard Branson is wrong about customer-centricity
After almost half a century of stirring up the status quo and bringing good cheer to customers in notoriously cheerless markets (trains, banking, cable TV), Virgin revealed recently that they have in...
View ArticleClik here to view.
12 Es Impacting Employee Experience
A lot of elements comprise the employee experience. Many, ironically, start with the letter E.Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and,...
View ArticleClik here to view.
The Business Case for a Great Employee Experience
Have you put the spotlight on the employee experience at your company?I've written many times about the importance of the employee experience, both on its own with regard to retention and performance...
View ArticleClik here to view.
What’s The Impact of a Shitty Employee Experience on the Customer Experience?
Can you deliver a good-to-great customer experience without paying attention to the employee experience? If you forget theory and look at the practice in large organisations you might just see that...
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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)...
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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...
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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.How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do...
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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...
View ArticleMemo to HR Dept: 'Are our workplaces suitable for older workers?". Response:...
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...
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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,...
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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...
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