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CX Journey™ Musings: Hiring for Culture Fit

CX Journey™ Musings: Hiring for Culture Fit

In the last several weeks, I’ve seen a couple articles – in reputable publications like Harvard Business Review and The Wall Street Journal – about the “dangers of hiring for culture fit.” They cited that hiring for culture fit destroys things like diversity, creativity, and innovation. In this post, I share my thoughts on this topic.

Customer-Centric Culture Means Employees First

Customer-Centric Culture Means Employees First

At the end of the day, your business focus has to be on the people who drive your business—both employees and customers (and vendors, partners, etc.). There can be no customer-centric culture without focusing on your employees first. So, really, it’s all about the people; perhaps to simplify this we should just refer to it as a people-centric culture.

CX Journey™ Musings: In the Name of Humanity…

CX Journey™ Musings: In the Name of Humanity…

I came across a video recently that was part of a social media campaign by GS Caltex, an energy firm, and has been shared and reshared by many call centers around the world. It’s a really sad statement about humans when it has to come to this, but it has/did.

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