Insights
As experts in human interaction, we challenge ourselves to create and share the latest insights in Customer and Employee Experience.
No matter which way you look at customer experience, it all boils down to the choices made by the people in your organization – choices about how they interact with customers and with each other, how they set policies and define processes, how they design digital interfaces and physical environments, and how they conjure up the campaigns that make the promises to customers that the organization needs to keep.
Yet, the single question I get asked most often during my many conversations with organizational leaders across all industries is: “How do I align and engage my employees to understand, believe in, and consistently do the right thing to keep the promise we make to customers”?
We call this the “employee factor” and we’ve focused our latest whitepaper on this very subject. It outlines the three steps you can take to successfully align, engage and enable the hearts and minds of your employees so they deliver your brand promise and drive your customer experience initiatives:
- Establish the Compelling Need
- Develop the Right Mindset
- Deliver the Right Experiences
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The Employee Factor: Readying your Organization for Customer Experience Success
Posted September 16, 2014 in Customer Experience, Employee Experience, Living the Brand, Whitepapers No matter which way you look at customer experience, it all boils down to the choices made by the people in your organization – choices about how they interact with customers and... -
In Conversation with Aldo Greco
Posted May 15, 2013 in Customer Experience, In Conversation with..., Living the Brand It is always refreshing to read about and learn from companies that are doing trailblazing work, and McDougall Energy is one of these companies. We recently had an opportunity to sit down with Aldo Greco, Vice President Business Development for McDougall Energy, to listen to his thoughts about the role “purpose” plays in their customer experience and how... -
Activating Purpose to Accelerate your Customer Experience Transformation
Posted May 14, 2013 in Customer Experience, Employee Experience, Living the Brand, Whitepapers There has been a lot of buzz lately about the role “purpose” plays in successful customer and employee experience transformation. Unlike traditional vision and mission statements, purpose connects the organization and... -
In Conversation with Shangri-La Hotel
Posted November 27, 2012 in Customer Experience, In Conversation with... We recently had an opportunity to engage colleagues from the Shangri-La Hotel in a thoughtful dialogue about customer experience. The newly opened Shangri-La Hotel is the latest addition to... -
Promise Made. Promise Kept!™
Posted November 26, 2012 in Customer Experience, Living the Brand, Whitepapers Virtually every executive I speak with these days voices the same concern about their business, “We do a very good job of telling customers why they should do business with us, only to drop the ball when they do”... -
In Conversation with Bruce Andrew
Posted June 23, 2012 in Customer Experience, In Conversation with..., Living the Brand We recently met with Bruce Andrew, Vice President of Marketing for Shred-it Canada to get his views on Customer and Employee Experience. Bruce is a marketer who sees brand as having company-wide implications, since every aspect of the business serves one and only one purpose – to satisfy a customer... -
Driving Growth and Profitability through your People and your Brand
Posted June 22, 2012 in Customer Experience, Employee Experience, Living the Brand, Whitepapers Customer Experience has become a high priority in organizations across every market sector as leaders challenge virtually every aspect of their business. This has meant a real mind shift requiring organizations to...