Paying Employees to Leave

Gangster holding brown envelope

I am sure many of you have read by now that Amazon pays employees $5,000 to leave.  Technically they borrowed this idea from Zappos.  The idea is once a year you basically have a buy out period and the amount goes up each year by $1,000 with a cap of $5,000.  So after five years, […]

Visualizing Complex Relationships

minard_napoleon

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard’s infographic of Napoleon’s failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with key facts about the campaign. Amazingly, it was published in 1869 – well before the term ‘infographic’ was created. The beige line is […]

Foolish CX: Don’t Be Tricked by Text Analytics

Egyptian desert viper snake in the sand

Does your text analytics implementation or VoC program seem like a joke? If so, maybe you’re falling for one of these blunders: Not listening appropriately: Not all data is created equally. Having a listening post – survey questionnaire, social media account, etc. – doesn’t guarantee that it’s being used correctly. Identifying the right metric to use for […]

Five Things I Like About The CXPA

People at the conference

The Customer Experience Professionals Association (CXPA) is a global, non-profit organization that has helped solidify Customer Experience as a necessary and critical role profession. As one of the founding corporate members of CXPA, it’s been exciting to watch the association evolve and contribute to the profession. Here are the top five reasons why I think […]

CX Leaders – What’s Your Story?

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Customer experience leaders are often called upon to do presentations. But what they deliver should be a story. What’s the difference? PRESENTATION: What comes to mind when you are asked to deliver a presentation about the experience of our customers? I tend to think about preparing an outline, developing data, coming up with my content, […]

Survey Says…

Business woman at work

Many of our clients use surveys to help them understand part of their customers’ experiences. Typically, these surveys include sections that ask about different functional areas within the company – product development, service and support, account or sales teams, etc. Within each of these sections, we ask specific attribute questions to gain more context. For […]

Sea Island: Exemplifying the Employee Customer Link

waiter man dressing fish at restaurant

Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an amazing resort on the coast of Georgia where the rich and famous go to vacation.  I was out there last week to present the team member survey results to some […]

Beware, Predictive Analytics Can Make You Look Like an Idiot

offensive playbook

If you apply predictive analytics to help make important decisions in your organization, I can guarantee that many people will think the predictions are wrong. In their mind, you (or your model) will be an idiot. So, who would want to use predictive analytics?!? The people who are focused on the big, long-term wins and […]

The 5-Second Pause

Business woman evaluating job candidate

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a response and perhaps show a bit of themselves that they might not have normally let through, had the interviewer proceeded too quickly. The article argues […]

Customer Experience Pros Need a Beginner’s Mind

fotolia kids in front of ferris wheel

There are three significant shifts that are happening simultaneously creating the perfect storm for customer experience professionals (among many other professions). These are: Cloud Social Mobile It is an understatement to say that the customer experience industry is in a state of change. It’s more like a rebirth because with this perfect storm we can no longer rely on […]