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Optimize the Experience with Negative Personas

Optimize the Experience with Negative Personas

Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1)...
Five More (of Ten) Foundational Principles of a Customer-Centric Organization

Five More (of Ten) Foundational Principles of a Customer-Centric Organization

In last week’s post I shared that, in order to get your entire organization thinking differently, you’ve got to first know and embrace the principles and the practices of customer-centricity, and you’ve got to ensure that everyone remains aligned to achieve the...
Employee Understanding for a  Better Employee Experience

Employee Understanding for a Better Employee Experience

In last week’s post, I considered whether or not leaders make the connection between the employee experience and the customer experience. I mentioned that… Without employees, who’s going to build the products, sell the products, service the products,...