Those closing words from Garrison Keillor’s Prairie Home Companion radio show monologue echo in my head whenever I hear companies make unrealistically laudatory (AKA grossly inflated) comments about their employees… Read More »The Lake Wobegon Effect: Employee Performance and Customer Experience
The overwhelming majority of companies talk about connecting EX (Employee Experience) and CX (Customer Experience), but they are not integrating their employee and customer experience data. They look at the… Read More »Integrating Employee and Customer Experience Data: Blueprint for a Business Imperative
Pundits and CEOs have long debated the relative merits of whether to focus primarily on the Customer Experience (CX) or the Employee Experience (EX). Should the emphasis be on the… Read More »Linking the Employee & Customer Experience: A Practical Guide to the Holy Grail
Should you link employee goals, performance reviews and variable compensation to Customer Loyalty/CX measures? A simple question that lends itself to a complex “yes, but . . . “ answer.… Read More »Motivating Employees To Drive CX: Linkage to VoC Measures
Platitudes and gross simplifications regarding the impact of the Employee Experience on the Customer Experience abound. EX = CX. Happy employees = happy customers. Take care of your employees, and… Read More »Linking EX to CX: The How and Why