Customer experience (and it’s more recent bedfellow employee experience) often suffer from a buffet approach. And rather than speeding up improvement, the all-you-can-eat mentality often dooms well-intentioned efforts to a bloated waddle. The process most-often begins with an enthusiastic sprint across every stage of the experience and ends with a kind...
If you want to shift a culture, then fire everyone and hire different people who care about what you care about. Of course, that’s not practical at any scale. Author and former foreign policy adviser to President Obama, Ben Rhodes, articulates it more eloquently in his book The World As It...
Customer experience is so yesterday. The energy and conversation are rapidly shifting to employee experience. Organisations are timidly embracing the idea of the employee role in the business as more than merely a cost on the balance sheet. For years organisations have trotted out the shop-worn platitude “our employees are our...
I heard this at a recent event: “I got feedback after my last presentation … so I am going to spend more time on slide 3.” My issues with the evils of PowerPoint notwithstanding, the presenter should probably have ignored that advice. Slide 3 was probably fascinating for someone with a deep interest in...
How often do you stop and say a simple “thanks for all your work” to the people around you? If you’re like most of us, the answer is not very often. Caught up in the daily grind, it can be hard enough to remember to go to the bathroom let...
Identity is a foundation of a brand, and so the identities of the people who work at the organisation and who make the promises and deliver the experience have a significant role to play in the result. And organisations are finally waking up to that relationship. Enter a whole slew of...
It is amazing how such an intangible element such as trust can be nurtured by a thoroughly tangible means – all for the greater good of your business. How does information circulate through your organisation? If you are like most, the actual flow has very little in common with the hierarchy...
What are some things you can do to encourage your employees to volunteer their engagement? Or if you’re an employee feeling a bit ho-hum about your days, what could urge you to sign up to the cause? An article from Jocelyn Glei offers some good advice: “Making progress in meaningful work is the key...
The research on engaged employees is clear. They are happier, more productive, stay with the organisation longer and perform better across a whole host of measures. So, it’s no surprise that like its cousin on the customer side, loyalty, engagement is getting a lion’s share of people and culture attention. And...
The dance of promises made by an organisation and the experience it delivers can be everything from the smooth glide of Fred and Ginger circling the floor to the awkward missteps and sore toes of a first waltz. Experience and promises circle each other in continual motion. Where one begins and...