We’re all learners right now. Most workers, still clocking in from home, are learning skills they didn’t know they needed. We’re learning skills like how to look professional and polished on surprise video calls, when we might feel otherwise. We’re learning how to get our pets to understand we are... more
Organizations have learned a lot collectively in the last few weeks and months. They learned how to transition to a digital workplace, whether that was in their annual plan or not. They moved from hesitant work-from-home policies to all-in remote teams. They embraced remote communication tools, online training platforms, and... more
Many of us are working from home, managing a team remotely, or working in a disrupted environment. It’s the state of the world today. It might feel like the time to press pause on your training and learning initiatives, but this might be an opportunity to meet the needs of... more
I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understanding the journey from your employees’ perspective helps provide valuable perspective... more
It’s generally accepted that onboarding employees is a critical first step in their employee experience. It’s also good for the organization. As a manager, would you like a fully engaged employee or a disengaged employee? How about as a customer? Engaged employees are more productive, efficient and happier. They have... more
Is customer experience everyone’s job? Yes… and no. It’s a little too easy to state that it’s everyone’s job because then it becomes way too easy for it to become nobody’s job. Without leadership, customer experience is a nice idea but never executed. The best organizations focus on customer experience... more
There is a common refrain (dare I say, excuse?) from teams who don’t see themselves as dealing with customers. They say: “But I’m in accounting/learning and development/logistics. So customer experience issues don’t really apply to me and my work.” I beg to differ. And strongly! First, what is this customer... more
A little more than a year ago, SAP implored other tech companies, “Don’t be creepy!” The request was in regard to data privacy and personalization (and I couldn’t agree more), but this admonishment applies in other ways as well, particularly in the area of customer experience. Since tomorrow is Halloween,... more
We joke about the way some people can just get things to go their way simply by being them. You know, that guy Joe, he had no business getting that meeting with the big client, but he basically charmed his way in! We often forgive the leaders of smaller, local... more
Business leaders are concerned about keeping up with future demands from customers, and rightfully so. In a recent survey conducted by The Conference Board, CEOs globally expressed concern over the idea that customer experience will be more important than products. From The C-Suite Challenge, 2019: “Worldwide, CEOs agree they need... more
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