Make it real, and other pro tips for developing a customer-centric culture

Corporate culture is a funny thing: firmly entrenched, yet always evolving. Culture can also make or break a CX program, especially a new one. In a perfect world, every company would start right out of the gate with a customer-centric culture. In the real world, this is not the case. But more and more companies

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Success in CX means harnessing the power of people: my CXPA Insights Exchange takeaway

Success in CX means harnessing the power of people. For those who weren’t there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I’ve used two ‘big bucket’ categories to boil down what I heard.

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CX Storytelling: Transforming Thought and Action

Don’t you wish you could be a fly on the wall after one of your presentations? It’s common after a presentation that people will tell you, “Nice job” or “Good stuff.” But what did they really think? Did they find it valuable? More importantly, did you have the desired impact to effectively transform the way

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Giving up on Employees Only Hurts Your Business

Don't take the easy way out.

Do Me a Favor

“Do me a favor.” Keep that phrase in mind when thinking about how to get people to do what you want (without them even realizing it). That’s what being influential is all about – and that’s what so many CX leaders need. Most companies don’t have big CX teams, so we need to persuade other

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How to Prevent Disengaged Employees From Killing Your Bottom Line

Learn to spot the signs of employee disengagement and head it off before it starts seriously costing the company.

Stop Trying To Make Your Employees Happier

It's personal resilience that managers need to develop in their teams to get the sort of engagement they seek.

5 Ways to Authentically Connect Your Employees to the Brand

Employees need to have a stake in creating the brand itself, and must be rewarded for embodying the brand through their daily actions.

‘Employee Engagement’ Is So 2016. Here’s What Companies Should Really Focus on, in 2017.

One company, for instance, rolled out a pilot appreciation program, tagging each instance of recognition to a company core value.

Why Elon Musk’s Vision of Communications Over Collaboration Won’t Work for Most Businesses

Top-down communications and collaboration are not mutually exclusive.