Job candidates, like customers, are human beings who shape their perceptions of an organization based on their experiences.

Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand, openly or privately. They can ignite social media firestorms with a single click on a smartphone. The risk only grows in complexity when employees can get burned out and lose faith in your brand. Understanding why is a solid step toward getting in front of the problems. Here are five recent peer-reviewed scholarly studies on the stormy side of

Too many rules and too much sludge can lead to a host of negative employee and customer experiences. Sludge audits can help attach a dollar cost to the customer and employee pain. Some years ago, I worked with a superstar sales executive. She frequently traveled the United States meeting with clients. One day over lunch she mentioned she had never submitted a travel expense reimbursement form to the company we worked for. I was surprised. We all know how expensive travel can

Great customer experiences are deliberately designed. The same is true for your employee communication systems. But! The question on this...

We have learned a lot about virtual teams over the past few years. Now we need to understand hybrid teams. Hybrid teams are fluid. Some...

Is it ever possible to have too many communication tools at work? There are a lot of ways to think about this, and opinions can vary. For...

Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...

Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...