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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?

Customer Success: Building Value for Customers Faster Than They Can On Their Own

Customer Success: Building Value for Customers Faster Than They Can On Their Own

In today’s post, I’m going to delve into customer success a bit more, thanks to a conversation I recently had with Rav Dhaliwal – and angel investor and former Customer Success executive for Slack, Zendesk, Yammer, and Salesforce – who I met through Dickey Singh, a long-time friend and co-founder of Cast.app, a platform purpose-built to humanize and scale digital customer success.

Empathy Maps Are Not Journey Maps – and Vice Versa

Empathy Maps Are Not Journey Maps – and Vice Versa

Back in 2019, I shared an excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business, that outlines the various types of maps that you may encounter or use in your work to understand and redesign the customer experience. But I didn’t include empathy maps in that post. Why not?

Four Actions to Take on Customer Effort Feedback

Four Actions to Take on Customer Effort Feedback

One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95% of companies collect customer feedback. Yet only 10% use the feedback to improve, and only 5% tell customers what they are doing in response to what they heard. I’d like to help you to not become a statistic.

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