What makes customers and employees loyal to brands? Why do some companies thrive during challenging times while others go out of business? There are...
Doing CX Right BlogEmployees, Culture & Leadership
Many self-help books drive positive changes and personal growth. My all-time favorite is The Four Agreements by Don Miguel Ruiz. While listening to the chapters of the audiobook
(Originally published in March 2019. Updated in 2020).
There’s an increasing amount of conversations about diversity and inclusion, and I love it! It’s actually possible that the next generation, including my own daughter, will have
(Featured in Forbes, March 2020.)
I’ve learned a lot over the past few months about habits. I’m not a psychologist though I have studied consumer behaviors and mental mindsets. I’m sharing a personal story with the goal of inspiring and
My passionate customer success friend and video producer, Cary Munk, asked to interview me for a special project he’s working on. Of course, when there’s an opportunity to talk about customer experience, employee engagement, and building a best-in-class company culture, I’m all in.
The coronavirus outbreak has changed the way we live. It’s impacting people very differently, which fascinates me. I decided to take my passion for understanding and studying human behaviors to the next level. As the pandemic spreads, I’ve been interviewing people around the world to learn about the
Happy employees lead to happy customers. That’s what Simon Sinek says, and it is very true! I’ve seen first hand throughout my corporate career how much employee satisfaction impacts company culture and overall results. As we live through uncertain times, employee happiness and inclusion are extra
Since the coronavirus outbreak started, companies have had to shift their strategies to keep their employees and customers safe. Business owners and managers are making difficult decisions and acting fast to adapt to the current unpredictable and challenging time. There’s a lot to learn from success stories.
Article originally Featured in Forbes, March 2020.
What does customer experience (CX) have to do with coffee? The answer is a lot! I have witnessed and experienced the most fascinating stories in coffee shops with great examples of CX that could be replicated by any company or industry.
While there are many ways to create positive emotions to fuel brand trust, loyalty, and referrals, customer satisfaction starts with employees first. When employees are genuinely happy, it transfers to customers regardless of industry or location in the world.
It’s no secret that happy employees yield better business results. There’s a lot of research indicating customer satisfaction
Measuring customer satisfaction and identifying “pain points” for improvement is common practice at nearly all best-in-class