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Here’s How to Get the Investment You Need for Your Feedback Programs

Here’s How to Get the Investment You Need for Your Feedback Programs

by | Nov 29, 2023 | business outcomes, commitment, customer experience, customer experience design, customer feedback, desired outcomes, feedback, governance, outcomes, ROI, Uncategorized

I originally wrote today’s post for SurveyMonkey. A modified version appeared on their site on August 14, 2023. It’s hard to believe that executives still need to be convinced that they should be listening to the voice of the customer and making decisions based on...
If You Have Employees, Then You Need An Employee Experience Program

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

by | Jan 11, 2023 | employee engagement, employee expectations, employee experience, employee feedback, employee happiness, feedback, leadership, Uncategorized

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...
Leaders: Are You In Love With Your Own Ideas?

Leaders: Are You In Love With Your Own Ideas?

by | Aug 17, 2022 | customer experience design, customer feedback, customer understanding, customer-centric, customer-centric culture, feedback, listen, listening, product design, Uncategorized

I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the...