Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market...
All Customer Experience professionals are in sales. Even if you never sell a good or service to a single Customer, you are still in sales. And to whom are you selling? Your team, your distribution network, your suppliers, and most importantly, your CEO. Customer...
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will...
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If...
Do you use humor to get over your message? Some brands are particularly good at it. If it’s done well, a funny tone of voice can make a brand more memorable and attract a big following. A recent blog cites Old Spice as an example of a big brand that uses humor...
