Our Brains at Work: Using Neuroscience to Drive Employee Experience
Leveraging the SCARF elements enhances employee experience – even during tough changes – by considering how our brains work at work.
Not All Customers Are Equally Important: Designing Customer Experience to Win
No customer wants to be treated like a “have not.” How can organizations design the customer experience to accommodate customers at all levels?
Has Hierarchy Outlived Its Useful Life? Why We Still Need Hierarchy, and How To Manage Its Downsides
We need hierarchy in organizations. But in order to get the right balance, we also need to manage the downsides.
Find Your Falls: How Differentiation is Critical to Shaping Your Organization’s Strategy
Finding what differentiates your organization in the marketplace can be a challenge, but it’s critical to shaping your organization’s strategy.
Virtual Training: 4 Ways to Optimize Your Remote Capability Building Efforts
Using these 4 levels of learning as a guide, you can develop and measure your virtual training efforts to ensure you get the most out of the time and funds invested.
Smartly Acquire the Organizational Capabilities Your Customers Need
One strategic imperative for organizations is determining what customers want and how the organization can smartly acquire the organizational capabilities to close those gaps.
Simplified Sales Organizations Improve Customer & Employee Experience
As organizations grow and evolve, commercial functions like sales and marketing often become too complex. Reducing the complexity of these organizations contributes to employee experience as well as the customer experience – and the bottom line.
3 Keys to Helping Your Employees Succeed With Change
Change is most successful when employees clearly understand their roles. These steps are key to helping your employees through the change process.
Implementing Regulatory Change In Ways that Engage Employees
Sometimes creating a culture of engagement clashes with the need for regulatory compliance. How can you implement regulatory change in ways that engage employees?
How To Use Net Promotor Score To Design For Customer Experience
Two ways to think about NPS for customer experience is 1) how you react to issues and 2) what you do “wow” the customer.