The Benefits of a Customer-Centric Culture
What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at the center…
Tag: employee experience
A question of culture: assimilate or die?
Time to look at culture from an employee’s point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is…
The real need for developing Customer Experience learning in Customer Experience for the future
Customer Experience is a classic example of a subject that has arrived very late into the international world of business. As I always say, it…
Tell your story and change your team’s performance
“Ironically, teams succeed because they are exceedingly human. By acknowledging the imperfections of their humanity, members of functional teams overcome the natural tendencies that make…
Employee Experience & Customer Experience depends on strategy
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy…
Psychological Safety: one antigen against the Corona Virus
This dialogue is from the Women in Safety Excellence WISE/ASSP. I am keeping it anonymous and invite people to own it if they so choose.…
Exquisite Risk: Why Social Connection Eats Rules, Law, Values, Etc.
We have come to the understanding that risk cannot be eliminated, and it can be mitigated through various operational processes and technologies. Still, the effectiveness…
Trust, Collaboration & Accountability: Building team relationships that improve performance
At the executive level, a leader’s ability to build an effective team is probably the most important competence in the current marketplace. In reality it…
Communication & collaboration: Essential ingredients for all great Customer Experiences
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed…
Employee Engagement: Simple but not easy
Have you ever been to a motivational lecture for self improvement, and said to yourself, “She makes it sound to easy.” Then you get home,…