Monthly Archives: April 2014

New World of Employee Engagement Pt. 2

April 29, 2014 by in category Employee Engagement

Raise your hand if you execute an annual employee engagement survey. Many of you do. We do them for our clients. After all, these types of surveys provide lots of information about your employee engagement. But is it the right information? The analysis available for your employee “engagement scores” can make a Cheesecake Factory menu […]

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New World of Employee Engagement Pt. 1

April 22, 2014 by in category Employee Engagement

The Brave New World Of Employee Engagement: The surprising reasons employee engagement may not be working. Employee engagement is often seen as the holy grail of organizational enlightenment. No surprise there. After all, the studies you see publicized paint a grim picture. Take Gallup’s State of the American Workplace study, that points out only 30% of […]

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Avoid These Customer Experience Shortcuts

April 22, 2014 by in category CX

I’m a blue slope skier. I’m not a bad skier, I just prefer taking my time and soaking in the scenery over shrieking like a chimpanzee on fire as I create a yard sale of ski gear strewn down the slope. Once, while skiing with a good friend (who remains a good friend, even after […]

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Employees like Joel can give you quite a reputation.

April 14, 2014 by in category CX, Employee Engagement

When you hear the name Nordstrom’s, what comes to mind? Shoes. Clothing. Quality. Yes, but chances are your first thought was great customer service, right? Many of us have heard the Nordstrom’s legends of extreme customer experience. The first one I ever heard was about a man who went into the Nordstrom in Anchorage, Alaska, […]

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Five Customer Experience Strategies You Can Implement Now.

April 7, 2014 by in category CX

We believe building a Customer Experience focused organization involves four stages: 1) Culture. 2) Understanding. 3) Design. 4) Training. Every customer experience is individual. For example, on most airline flights, the customer experience for a first-class passenger will differ from those in coach. Two customers in coach may have very different experiences on the same […]

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