I make my living serving customers so this may seem like an odd topic. Done well, delivering a quality experience to customers can be an engine for satisfaction, retention, and growth. Done poorly, it can also cause organizational misalignment and
The methods below represent some of the most thought-provoking, simple, and underused ways to improve the customer experience.
Umbilicus intuens (or omphaloskepsis) can be extremely debilitating. Indeed, I worked with a leader who once remarked that his organization was full of navel-gazers… those who spent more time looking within the company than outside the company. Sir Winston Churchill’s
Want engaged employees? Want better performance from your employees? Don’t compare them to their peers. If you do, achievers lose their drive to achieve and under-achievers surrender. Comparing employees to their peers de-motivates people. Iwan Barankay’s study supports the conclusion