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How Can You Kickstart Your Customer Experience Program?

How Can You Kickstart Your Customer Experience Program?

If you’re not yet focusing on the customer experience with your organization, it’s time to get started! Not just started… but it’s time to kick it into high gear! Customer expectations are higher than ever and evolving. You’ve got to get ahead of that!

There are often challenges to getting a customer experience program off the ground in any organization, so let’s overcome those and get moving.

But first, what is a customer experience program?

CX Journey™ Musings: A Tale of Two Employee Experiences

CX Journey™ Musings: A Tale of Two Employee Experiences

One of the critical components of a great employee experience is leadership – specially, leadership who cares about employees. If leaders don’t care about employees, then why should employees care about the business? Imagine the employee experience if that was the case, if leaders cared about employees, their families, and their well-being! And measured success by how they touched their employees’ lives! A little humanity and humaneness would go a long way.

Driving Value for Employees and for the Business through Recognition Programs

Driving Value for Employees and for the Business through Recognition Programs

One area to consider – and there are many – as we navigate through this next normal is how to ensure that our employees stay motivated and excited about the work they are doing. Let’s focus on recognition that celebrates the employee for a job well done, that highlights the value of the employee’s contributions, and that reinforces the behaviors you want to see more of in your organization. But is that really a motivator?

Values Create Value

Values Create Value

As I was writing my latest book, Built to Win, I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable. It’s critical. It’s the foundation of the business and of business success.

Honda Shogo: How Co-Creation Leads to Innovative Solutions

Honda Shogo: How Co-Creation Leads to Innovative Solutions

You can never go wrong by informing your product development and your customer experience strategy with ongoing customer feedback – or by putting the customer at the center of all of your product or business decisions. The Honda Shogo is a great example of how to hit a home run by co-creating a product with your customers.

Employees, Culture, and the Great Resignation

Employees, Culture, and the Great Resignation

Let’s consider this when it comes to the Great Resignation: People don’t leave managers; they leave the culture of the organization. I believe that’s a more-accurate statement, especially when we know that culture is the foundation of the organization and that the culture is shaped by the worst behavior a leader is willing to tolerate or allow.

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