How Digital Tools Can Shape Effective Employee Engagement

recently caught up with Beekeeper’s Corey McCarthy to discuss employee engagement and culture; both topics that continue to be a focus area for businesses across all industries. With the percentage of ‘engaged’ workers in the U.S., (those who are involved in, enthusiastic about and committed to their work and workplace) being reported at 34% by Gallup, there are many tools making their way into the market to help organizations increase this number ..

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Sarah DeanePosted on B2C
3 Traits of Managers Who Empower High Performance and Engagement

Billions upon billions are spent on leadership training and development and studies demonstrate that many companies plan to increase this, with priorities including growing the succession pipeline, retaining high potential employees, and fostering innovation and creative thinking. Even with all of this investment, with the state of the leadership landscape, 77% of organizations are experiencing a leadership gap. Going beyond the typical skills you associate with leadership, in 2017 …

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Sarah DeanePosted on B2C
Why Has Your Customer Experience (CX) Become Stagnant? Here Are 5 Reasons

With second half of the year upon us, many brands are reflecting where they are compared to their 2018 goals, as well as starting the processes for their planning and strategies for 2019. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.

We remembered writing about this problem towards the end of 2016 …

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Sarah DeanePosted on B2C
Customer Journeys – Dos, Don’ts, and Other Tips

Customer Journey Mapping, while having been around for quite some time, has certainly seen an increase in interest in the last few years. There are many great articles and content on what they are and how to do them.

The purpose of the Customer Journey Map is to deeply understand what your customer is trying to achieve, how they go about reaching this goal, and how each interaction they have with your company impacts them.

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The Innovative Organization: Environment, Mindset, and Behaviors

“We do innovation” or, “we are innovative”, and numerous other phrases are used time and time again by leaders to explain just how innovate their organizations are.  However, sometimes upon further discussion, sadly, you come to find that in reality they may have an Innovation Lab, rooms filled with white boards, lots of sticky notes, and sleep pods, but do not really have an environment, the people, the processes, or infrastructure in place to enable ideas to thrive, be tried, vetted, and brought into fruition strategically - for the benefit of their customers, employees, or the business.  

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Enabling the Delivery of Your Customer Support Experience

We were recently working with a company’s support organization helping them to elevate the experience of their face-to-face support services. Throughout the day we covered several topics with the engineers and managers of the support centers. While many components must come together to enable a great support experience, several barriers were discussed that hindered the engineers ability to deliver the desired experience. We thought these served as a nice reminder for

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Why has your Customer Experience (CX) become stagnant?

As a new year rolls around, many brands have been busy – for a while now – thinking about their 2018 goals and strategies. Sure enough, they completed these same processes and planning around the same time last year…and yet, in their latest CX results Forrester “revealed a CX leadership gap”.

We remembered writing about this problem towards the end of 2016, where ...

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The Top 3 Reasons People are not Feeling their Best Selves

The word mindful--or mindfulness --has exploded in recent years, for many reasons and most importantly for many benefits - even though the concepts and practice has been around for ages. That seems to be the trend with many industry crazes, a concept that has been around for some time, which when applied in the right way can be incredibly valuable, arises, gains popularity, and ...

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Being in the moment, when you don't have a moment.

We often joke in the office that the word “busy” would appear to need a new definition as it seems to have become the standard response to the question: “How are you?”

Think about it, when you are asked ‘how you are,’ or you ask someone ‘how’s it going?’ What are the most common responses? We asked around and got a plethora of “things are just so busy at the moment,” “I’m good, you know the usual, busy,” “Same old here,” for which ...

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Learnings from the Last Year of Running a Business

Wow, another year has flown by! That time of year has arrived once again, the time of year when we look back, reflect, learn from the broader patterns, and make decisions that set the foundation for a successful next year!

Last years reflections were certainly plentiful, and this year certainly didn’t disappoint, with the emotional roller coaster of running a business seemingly having no end. However, advancing along your business journey from ...

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Making New Behaviors Stick.

Changing behaviors is no easy feat. It takes a lot of effort, time, and patience. While we work on driving behavioral changes in individuals and teams on a daily basis, I personally have experienced three things that have helped me when I myself am working on engaging new behaviors and making them ...

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The 12 Factors of Energizing Behaviors

Life seems to be becoming increasingly overwhelming and stressful. It is clear that if we do not start working on behaviors and strategies to cope with these challenges, the levels of disengagement, depression, and stress will continue to reach new highs. In fact, a national survey of 614 HR leaders, including CHRO’s, VP’s, Directors and Managers, found that 95% of participants admit that ...

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