What’s The First Thing Your New Employees Hear?
I’ve written in the past about the importance of new employee onboarding and how it can shape people’s earliest impressions about a work environment (see “The Worst Onboarding Indignity… Ever!”). While...
View ArticleThe Chicken and Egg of Employee Engagement
Are happy, engaged employees a driver of business success, or merely a consequence of it? Lots of studies have identified a link between employee engagement and company performance. Happy, engaged...
View ArticleWhy Costco Said “No” To Black Friday Creep
Remember the good old days when U.S. consumers actually took the time to celebrate Thanksgiving – and retailers let them do it? It used to be that Black Friday sales began at 9am on the day after...
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One Airline’s Great Holiday Surprise
During the holiday season, it seems the best surprise most airlines can muster is a flight delay. Or, if you’re really lucky, a flight cancellation! And that’s part of what makes this story from...
View ArticleA Surprisingly Simple Way To Engage Your Employees
For all the talk about the importance of employee engagement in the workplace, there are decidedly few specifics to act on. When management gurus extol the benefits of engagement, they tend to speak in...
View ArticleStarbucks’ Brew For Effective Employee Training
On one winter evening in February 2008, Starbucks closed all of its U.S.-based stores and insisted that its 135,000 employees take a coffee break. Well, not really a coffee break… but a break to...
View ArticleBehind Chipotle’s Woes
It’s not just the food that’s making people sick at Chipotle. The restaurant chain’s workplace policies might also be to blame – and therein lies an important customer experience lesson. Last fall,...
View ArticleThe Silver Lining Behind Verizon’s Worker Strike
A strike of 40,000 Verizon employees could be the best thing that’s ever happened to the telecom company’s customer experience. That’s not because the managers filling in for the front-line workers are...
View ArticleWhere Business Leaders Should Spend More Of Their Time (But Don’t)
Imagine if there were a place where executives could go to discover striking new ways to improve their business. A place where, just by visiting, the executives come away more energized and their...
View ArticleTwo Words That Will Hurt Your Business’ Customer Experience
For all the time and energy that companies invest in improving their customer experience, many are unknowingly sabotaging those efforts. How? Simply by using two words which should be stricken from...
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