In business, there are two things you can’t have enough of. The first one is obvious and known to all: revenues. Ask any business owner or salesperson, and they will share with you this harsh truth. It seems like an endless pursuit of an ever-increasing revenue target with very few breaks in between. Just as they meet their target, a new, higher […]
Why Gratitude Is As Important As Revenue Read More »
In a previous article, “CX – It Takes a Village,” we addressed five common obstacles to CX success: lack of ownership, support, and resources; organizational siloes; CX not seen as transformational; a one size fits all approach; and lack of connection to business outcomes. Another common pitfall of CX programs occurs when companies devote most of
Inspire Employees to Embrace Change Read More »
A few years back, we launched a nationwide study of over 30,000 adults, employed full- or part-time, to better understand employee engagement. We gave participants a list of statements to explore what factors played the most significant role in their engagement at work. The study’s results added depth to our previous work that showed engaged
Cultivating Change Resilience with Active Engagement Read More »
There are various reasons change programs fail. A few years ago, we asked 422 executives from companies of all sizes and industries about their change initiatives. The participants were asked to list the reasons they believed their initiatives failed. Surprisingly, 62% cited poor communication, 54% claimed insufficient leadership sponsorship, and 50% blamed organizational politics or
Cultivating Change Resilience with a Core Cause Read More »
If the past two years taught us anything, it’s reaffirmed what we already knew to be true — change is a constant, and resiliency is the path forward. The last few years have been particularly challenging for customer experience (CX) leaders. There is growing financial pressure on CX teams to provide ROI of initiatives and
Cultivating Change Resilience Starts with You Read More »
“The right customer is right, and many customers are taking advantage in ways that are very much not right. Running a business with such over-sweeping statements is not only unhealthy and unprofitable, it creates significant pressure on employees who are forced to chase such generalized clichés that are disconnected from their reality. As such, they
The RIGHT Customer Is ALWAYS Right Read More »
The recent PWC report “Experience is everything: Here’s how to get it right” validates many of the principles leading global CX authority Lior Arussy has consistently expressed long before others spoke about them. Almost a decade ago we used to joke and say, “A fool with a tool is still a fool.” In most cases
Technology: Experience Super Drug? Or Placebo? Read More »
I am going to make this a short article. Because any truth that is too long and complex is suspiciously hiding something. A recent Wall street journal article At Ford, Quality Is Now Problem 1 described the major fall for a company that for two decades declared Quality Job #1. The new leader for quality
The Simplest, Undeniable Truth About CX Success Read More »
Quiet quitting has been making headlines for the past few weeks, it’s the latest buzz word for a problem that companies have always faced – lack of employee engagement. Gallup recently reported an uptick in employee disengagement, with 50% being Disengaged and 18% Actively Disengaged. It is not surprising that there is an uptick. However,
Quiet Quitting – The Chicken or The Egg? Read More »
We have all heard the proverb “It takes a village to raise a child.” It means that an entire community of people must provide for and interact positively with children for those children to experience and grow in a safe and healthy environment. The same holds true for customer experience programs—it takes an entire organization
CX – It Takes a Village Read More »
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