Think Efficiency and Effectiveness | Team Member and Customer Experience Value
Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more ...
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Tag: Employee Experience
Change Management And The 20/60/20 Rule
I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is ...
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Customer Experience in the Hotel Industry: You May Not Have Guests, But You Still Have Customers
We are about a year plus into the COVID-19 pandemic and, much like the spread of the virus, the hit ...
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Visionary Companies: One Part Vision, Many Parts Alignment
A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I ...
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3 Activities For Quick Wins In Customer Experience (& 3 More To Avoid)
Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, ...
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Here’s What Happens When You Focus on Employees to Better Serve Your Customers
You’ve heard it a million times—happy employees make for happy customers. And the majority of business leaders agree: 55% of ...
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How to Learn and Lead with Agility | Mindset & Agility – The Rocket Fuel for Customer Experience Success
In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between ...
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Rethinking The Employee Experience Amidst Covid-19
It goes without saying that the Covid-19 pandemic has devastated the global economy. Physical contact has gone out the window ...
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Feedback: The Key to a Successful CX Strategy
There will be situations when everything is in upheaval. One such situation exists right now, in the form of COVID-19. ...
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