relationships

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Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

By | 2018-07-09T06:17:17+00:00 July 9th, 2018|Categories: Employee Engagement|Tags: , , , |

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two [...]

Adjusting Your Sails to Help Cultivate Human and Customer Centricity

By | 2017-06-28T03:00:12+00:00 March 6th, 2017|Categories: Customer Centricity|Tags: , , , |

William Arthur Ward, one of America's most quoted writers of inspirational maxims offered this following insight that applies to much of life and in particular to the CX discipline and keeping a constant customer-centric vision. “The pessimist complains about the world. The optimist expects it to change.  The realist adjusts the sails.” Much has been said [...]

Why Good Relationships Matter to VOC Program Success

By | 2017-06-02T09:29:24+00:00 September 7th, 2016|Categories: Organizational Adoption of CX, VOC and Customer Insights|Tags: , |

Author's Note: This is the fourth of a series of six posts about Why You Shouldn't Be Surprises Your VOC Program is Failing.   Voice of the Customer (VOC) programs are not self-sufficient islands. They need a wide variety of resources from across the company. And, other people control those resources. Here are just a few examples: Data from [...]

Why you shouldn’t be surprised your VOC program is failing

By | 2017-06-02T09:29:24+00:00 August 29th, 2016|Categories: VOC and Customer Insights|Tags: , , , |

Author's Note: This is the first in a series of six posts on to help VOC professionals build a successful VOC Program.   The reported statistics are staggering. More that two out of three Voice of the Customer (VOC) programs fail to deliver actionable insights. While these reports are staggering, they’re not completely unexpected. How many of [...]