Culture

Great customer experiences require more than the right tools. It’s also about the people—your people.

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Consumer trends during The Great Reset: How do we want to move forward? Article

Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open back up after shelter-in-place orders, there’s a…

Leading with empathy: What you don’t say is just as important as what you do Article

Leading with empathy: What you don’t say is just as important as what you do

Early in the COVID-19 outbreak, it was comforting to say, “We’re all in this together.” What…

Marketing in a crisis looks different today than in the past Article

Marketing in a crisis looks different today than in the past

During a crisis, when the unknown is immense and the only constant is change, the natural…

Glennon Doyle on why the work of transformation is never done Article

Glennon Doyle on why the work of transformation is never done

In the New York Times bestseller and Reese Witherspoon Book Club pick Untamed, Glennon Doyle recalls…

Be a change leader to customer-centricity Article

Be a change leader to customer-centricity

Rowing is one of my passions and I often find myself drawing parallels to the sport…

Therapy, like everything else, has moved online. And that’s a good thing Article

Therapy, like everything else, has moved online. And that’s a good thing

When my sister, a therapist, began doing teletherapy because of the COVID-19 lockdown, she and I…

Rising to the challenge of remote leadership Article

Rising to the challenge of remote leadership

Unprecedented. Troubled. Uncertain. Scary. Frustrating. Whatever you want to call the “times” we are living through,…

How to support your remote team’s mental health Article

How to support your remote team’s mental health

No expert would recommend making the shift from a full-time, in-person team to a fully remote…

D2C retail: Why a simple customer experience is just what we need right now Article

D2C retail: Why a simple customer experience is just what we need right now

“Don’t create products people don’t want” may be the ultimate way to remain customer-focused as a…

Shannon Weber on how to show up for others in hard times Article

Shannon Weber on how to show up for others in hard times

When Shannon Weber was starting her career, she led a team at a crisis hotline. Phone…

The brave new world of virtual volunteering Article

The brave new world of virtual volunteering

The college student who delivers donated personal protective equipment (PPE) to hospitals. The 7th grader who…

Bringing empathy to product design Article

Bringing empathy to product design

There’s never been a better time to understand our customers. We have access to gazillions of…

7 ways to build your team’s communication strategy—especially when remote Article

7 ways to build your team’s communication strategy—especially when remote

There’s an insidious presence eating away at your productivity and focus every day. It’s communication debt.…

Soothing consumer anxieties with ‘calm commerce’—a rising trend in retail Article

Soothing consumer anxieties with ‘calm commerce’—a rising trend in retail

Many of us are as obsessed with optimizing every part of our lives as we are…

Striking the right balance as chief customer officer Article

Striking the right balance as chief customer officer

According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired…

How to work and homeschool—advice from someone who’s done it Article

How to work and homeschool—advice from someone who’s done it

Parents: What we are being asked to do is not humanly possible. There is a reason…

How ‘upstream leaders’ can unlock the power of preventative thinking Article

How ‘upstream leaders’ can unlock the power of preventative thinking

You can imagine how stunned Ryan O’Neill, head of the Customer Experience Group at Expedia, was…

Talking about mental health at work, now part of the employee experience Article

Talking about mental health at work, now part of the employee experience

In February—about a month before COVID-19 made such things impossible—I attended the wedding of my niece…

3 ways retailers can prepare for the road ahead Article

3 ways retailers can prepare for the road ahead

“People used to go to the mall for fun? That’s weird.” This was from my daughter,…

Business isn’t always about commerce; it’s also about community Article

Business isn’t always about commerce; it’s also about community

And just like that, the world was different. Enter, a fearsome illness that can only be…