image
If You Have Employees, Then You Need An Employee Experience Program

If You Have Employees, Then You Need An Employee Experience Program

I originally wrote today’s post for Medallia. It appeared on their site on August 31, 2022. Employee experience is a hot topic right now. Finally, right? The Great Resignation really turned the focus onto employees and on understanding what’s driving them to switch...
CX Journey™ Musings: Which Comes First, Expectations or Performance?

CX Journey™ Musings: 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. I wrote: Expectations – Performance =...