Organizational Behavior

Introduction to Design for Behavior – Whitepaper

Mar 29, 2012 9:51pm

Ultimately, an organization’s success is dependent on its ability to positively and profitably influence what customers do.     Influential design is rooted in deep behavioral insight.  You need to know what’s really important to people, the natural pathways they …

Getting the Employee Experience Right – Whitepaper

Mar 22, 2012 6:15pm

The experience customers have with your business is a direct reflection of the employee experience.   You can not design and successfully implement meaningful changes in the customer experience without understanding and addressing specific changes in the employee experience.   …

The Customer Experience Manifesto – Whitepaper

Mar 22, 2012 2:17pm

Seven questions senior executives should ask about how to create experiences that drive business results. This whitepaper addresses the most commonly pressing questions executive leaders have about the role of customer experience in the business. Why should customer experience be …

Empathy in Action: Sustaining Success with Customers

Jan 09, 2012 11:54am

“The purpose of business is to create and keep a customer.” “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. ” Peter Drucker Its not difficult to …

Overcoming Customer Experience Program Stress Points

Aug 04, 2009 2:47pm

Along with my colleagues at Customer Innovations, I’ve had the opportunity to help structure and manage major customer experience initiatives for a wide range of companies. In the course of doing so, we’ve run into every imaginable roadblock and gone …

Centers of Gravity: Levers for Shifting the Customer Experience

Jan 05, 2008 12:52am

I’ve heard many executives and consultants talk about the importance of training and motivating front-line employees in order to improve the customer experience. While I agree that having highly engaged, well-trained, and motivated front-line employees is important, it is very …

Integrating Customer and Employee Experiences

Nov 28, 2007 11:55pm

A key to delivering clearly differentiated and effective customer experiences is the holistic and deliberate design of the employee experiences that “generate” those customer experiences. My colleagues and I have spent the last 25 years helping leading organizations design and …

Human Sigma: Strong on Description; Weak on Prescription

Nov 19, 2007 8:03am

I just finished reading the new book Human Sigma; Managing the Employee-Customer Encounter by John Fleming and Jim Asplund.  I’m excited that an integrated perspective on employees and customers is getting the attention it deserves.  The book is well written …

No Matter What Business You’re In… You’re in the Hospitality Business

Nov 14, 2007 4:52am

I recently did a keynote speech at a Customer Experience conference in New York.  As part of that event, the participants and speakers had the chance to share dinner with Danny Meyer at his restaurant Eleven Madison Park.  For those not familiar with …

Experience Management Maturity: Moving From “Experience by Default” to “Experience on Demand”

Nov 10, 2007 8:39pm

Over the course of our customer experience research and consulting work, we’ve found it helpful to evaluate organizations based on their level of maturity in delivering an intentional customer experience.  At each of these maturity levels, a different set of …