I feel focused on so many things sometimes, but professionally I always come back to the experience. How does the experience you’re presenting impact your customers, your employees, your bottom line? A lot of people talk about this subject but few really get it, in my humble opinion. So I follow the ones that get [...]

Last week, the talented Valeria Maltoni delivered an outstanding blog post on customer experience, titled Customer Experience More Important Than Ever. I commented there to describe what I think is the biggest challenge of any customer experience endeavor – overcoming the overwhelm. And this got me thinking. How do you, as the change agent you [...]

My friend and I were having one of those crazy conversations that ambled between a pity party and a gratitude gab fest. We compared notes on how horrendous the year had been in some ways but thanked heaven for the roof over our head, the friends to lament with, and the family to love. It [...]

It’s not rocket science to know that employee engagement is one of the main influencers of your customer’s experience. But today, facing negative news almost constantly, companies are retaining employees for all the wrong reasons. Employees are chomping at the bit, waiting for the economy to improve so they can find the next job. The [...]