“I’M ALREADY DOING IT.” THE FOUR MOST DANGEROUS WORDS IN CUSTOMER EXPERIENCE.
“I’M ALREADY DOING IT.” THE FOUR MOST DANGEROUS WORDS IN CUSTOMER EXPERIENCE. Read More »
Employee Experience
Culture Still Beats Kiosks
The 2025 ACSI report reveals what many QSRs would rather ignore: customer satisfaction is slipping, and efficiency alone won’t fix it. While Chick-fil-A has once again claimed the top spot in customer satisfaction—its 11th consecutive year—legacy brands like KFC, Sonic, Five Guys, and McDonald’s have seen measurable declines. At first glance, these score changes may
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Is Employee Happiness Enough to Keep Customers Happy?
Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. This mismatch is more common than you think. Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers
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Myths About Workplace Culture
As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives
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Inspire Employees to Embrace Change
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
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