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Change Management and the 20/60/20 Rule

Change Management and the 20/60/20 Rule

I’ve written about change several times over the years, especially last year. After all, customer experience management really is (all about) change management. Change is hard; well, it can be. But it’s especially hard when not everyone sees or agrees with your change vision. Today I write about using the 20/60/20 Rule to consider how you’ll influence and/or involve employees in the change process.

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…

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