It’s that time of the year again: time to reflect on what was, what is, and what’s to come.
It seems that hot topics this past year were, not surprisingly (for a variety of reasons), employee experience and culture (among others). It could be because I wrote more on these topics, but my content has always been a mix of employee experience, customer experience, and culture. And truly, these were top of mind for many this year! I have no doubt that culture and employee experience will continue to be hot topics in 2023 and beyond!
Here are the top 10 most-read posts on CX Journey this year.
Values-Based Decision Making: It’s such an important topic. What is it? Why is it important? How do you do it?
Which Customer Satisfaction Metrics Should You Use? Consider These Seven.: This is a frequently-asked question that isn’t always as simple as just recommending one.
Connected Customers, Data, and Journeys: To deliver on customer expectations, you’ve got to have a complete view of the customer journey, informed by customer and data-driven insights. How do you do this?
Culture: What’s the Board’s Role?: I’ve always thought that culture is set by the CEO and influenced by the Board only in that they select the CEO. What do others think the Board’s role is?
Improving the Employee Experience to Improve the Customer Experience: It’s a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience.
The Marketer’s Dilemma: Acquisition vs. Retention: Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other?
Is Your Company Product-Centric or Customer-Centric?: Product design is nonsensical if the customer’s voice isn’t brought into it. As Seth Godin says: you’ll be finding customers for your products, not products for your customers.
Employee Understanding for a Better Employee Experience: Is it a surprise that, just like customer understanding is critical to designing and delivering a great customer experience, employee understanding is at the root of a great employee experience?
Do Leaders Make the Employee Experience – Customer Experience Connection?: Nope. Not all of them. I don’t think that’s a surprise to anyone. Sadly. What can you do?
What’s Driving Your Employees Away – And How To Fix The Root Cause: I don’t believe people just leave managers; employees leave a culture, too. And, guess what? That culture is driven by the managers/leaders of the organization.
Did you miss any of these posts this year? What are your thoughts on the hot topics? Thoughts on what I should write more about in 2023?
You prioritize what’s important to you. ~ Unknown
Annette Franz is an internationally recognized customer experience thought leader, coach, speaker, and author. In 2019, she published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business); it’s available on Amazon in both paperback and Kindle formats. In 2022, she published her second book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business (Advantage|ForbesBooks), which is now available to purchase on Amazon, Books A Million!, Target, Barnes & Noble, and thousands of other outlets around the world! Sign up for our newsletter for updates, insights, and other great content that you can use to up your CX game.
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