CX Superpower? It’s the #CXQOTD
https://twitter.com/NicholasZeisler/status/1268324244640788481
Engendering a risk-taking culture
Business philosophers, book writers, keynote speakers, and basically anybody with an opinion on the subject will say that one key to success for an organization is to foster and encourage creativity and curiosity. That’s surely a good start, but where the rubber really meets the road and awesome things start happening is when members of [...]
Be careful what you measure!
I recently fielded a question from someone regarding moving NPS ratings from 8s to 9s. I asked why that was important. It was noticeable that the question was posed in terms of numerical scores, rather than moving Passives to Promoters, so I was curious. Digging a little further I found that the source of the question [...]
Hiring your CX Team
One of the most fulfilling things I’ve ever done as a leader was build a team. Whether I’m actively looking or get a random call from a recruiter, usually the most intriguing potential aspect of a job is getting to hire people for a team. I’ve learned a lot of lessons over the years about [...]
