Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. … [Continue Reading]
Are Your Engaged Employees Relentlessly Curious Employees?
Why Your Employees are confused about their Customer Retention Roles
Can we talk? Your employees are confused about their customer retention roles. And if your employees are confused, think about how their confusion translates. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. You have an A, B and then Z… [Continue Reading]
Collaborative Workplace Experiences create better Customer Experiences
When we create collaborative workplace experiences, we create better and better customer experiences. This is common sense. You know it. I know it. Yet this scenario is not quite how things happen in the workplace, is it? Realistically, each Monday morning, very few of us wander into an oasis of collaboration and harmony. Rather, we… [Continue Reading]
3 Reasons We fall short of fulfilling Our Professional Development Quota
In the angst of fulfilling our employer’s KPIs, we often overlook the benefit of creating our own professional development quota. That set of personal and professional KPIs which are ours, and ours alone. Because when we fall short of fulfilling whatever “their quota” happens to be, it is because “their” quota grates up against our… [Continue Reading]
Do We have a Couch Potato Storytelling Culture?
Does our organization engage in a couch potato storytelling culture? We know the plot. A client has a problem. They are in crisis and call our company. Our company solves the client’s problem. And everyone lives happily ever-after. And returns to their couches. End of story. Yes, solving big hairy problems for clients certainly is both dramatic… [Continue Reading]
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