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At the beginning of the pandemic, amongst the barrage of COVID-19-related emails I received from various companies (Hello, “unsubscribe”), one stuck out as noteworthy: an email from my mortgage company titled “ Important Coronavirus Information about Your Loan ”. Curious, I opened it, only to...
Oops, we did it again! We’re solving the wrong problem with employee workplace experiences. When the pandemic began, restaurants, to survive, had to convert overnight to take-out and drive-up options for their customers. Some restaurants simply took their in-person menus and put the food...
A fundamental truth that shapes how employees behave at work is People do what is measured, incented, and celebrated . So, if your organization is struggling to understand why it isn’t delivering a better customer experience, it might be time to review what metrics get the most attention and...
Emotions play a huge role in the overall customer experience. Many would argue that emotions are really the foundation of the experience and drive advocacy and future purchase decisions. I’m fully on board with that. So the question then becomes, “What do you want customers to feel as they...
You’ve probably heard this Richard Branson quote: “If you look after your employees, they will look after your business”. Here’s another of his that we also love: “If you aren’t having fun, you’re doing it wrong”. We believe these two quotes sum up why people need to experience joy at work. ...
For C-suite leaders, a key challenge is how to translate strategy into practice to deliver business results. Because it doesn’t start with results, it starts with people, the true challenge is how to engage the hearts and minds of your employees to create an intrinsically motivated organization...
Let’s start today with a couple of anecdotal experiences: Anecdote 1: It seems every time I pay in cash (who does that?), this happens: The cashier, when returning my change lays the bills down in my palm, and then pours the coins over top of them. This means that, to put the change away,...
The Scotland CXPA Network is a local community of CX professionals to connect, learn, and share ideas and best practices with each other. We welcome you to stay connected in this online space in between your in-person events planned by CXPA volunteers. We can’t wait to welcome you at our next...
This post originally appeared on the CX Centric Training Blog . Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. There are two specific themes that seem to be re-occurring today: 1....
Can I start a controversial article being completely un controversial? Thanks. Here goes: Good employee engagement is an absolute requirement in order to drive good CX. Okay... now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental;...
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