image

BLOG

CX Journey™ Musings: Which Comes First, Expectations or Performance?

CX Journey™ Musings: Which Comes First, Expectations or Performance?

Which comes first – expectations or performance? A funny thing happened as I started writing this blog 10 years ago. In one of my earliest posts, Are You Delivering on Your Brand Promise, I cited an equation that I believe answers the question posed in the title. But then I got pushback…

Employee Experience: Are You Providing Feedback or Feedforward?

Employee Experience: Are You Providing Feedback or Feedforward?

A critical component of a great employee experience is feedback – both from peers and from management. The iterative, continuous improvement that happens as a result of that feedback is important to an employee’s development, productivity, and engagement. But does that improvement really happen? Or is providing/receiving feedback more of a demoralizing exercise?

GET NEW BLOG POSTS IN YOUR INBOX EVERY WEEK!

Archives