Create Belonging | Customer Experience Excellence – The Airbnb Way
This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at research and tools to drive employee engagement. However, I’ve been receiving many requests to provide posts based on each of my customer…
How to DRIVE employee engagement (part 2) | Customer Experience IS Team Member Experience
This is the final post in a series titled “Customer Experience IS Team Member Experience.” Given the current challenges of attracting and retaining employees and the resulting impact of those challenges on customer experience delivery, this series has focused on engaging your employee base. Last week, I offered 10 evidence-based practices for driving employee engagement and retention. This week,…
How to DRIVE employee engagement (part 1) | Customer Experience IS Team Member Experience
This is the fifth post in a series titled “Customer Experience IS Team Member Experience.” As this post’s name implies, there are many best practices when it comes to increasing employee engagement (EE). For our purposes, I’ll stick with evidence-based approaches (those that show reliable and replicable results) featuring 10 employee engaging activities this week and 10 more to close out the series next week. Provide regular, constructive, and…
What are the REAL benefits of employee engagement? | Customer Experience IS Team Member Experience
This is the fourth post in a series titled “Customer Experience IS Team Member Experience.” Earlier posts in this series looked at employee engagement’s research history, defined it in behavioral and attitudinal terms, and reviewed commercial and non-commercial tools to measure the construct. Now we’ll look at the proven benefits of driving employee engagement (EE) and begin a discussion…
How do you know if they are engaged? | Customer Experience IS Team Member Experience
This is the third post in a series titled “Customer Experience IS Team Member Experience.” As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE. In his research summary on EE, Professor Robert Frank addresses measurement by noting: “The most popular and most widely researched EE assessment is…
Vigor, Dedication, and Absorption | Customer Experience is the Result of Team Member Experience
This is the second post in a series titled “Customer Experience is the Result of Team Member Experience.” Before I launch into an expansion of employee engagement research, I thought I’d share the real-world impact of employee disengagement and staff shortages. I recently spoke for a large convention where events were split between a major convention center…
What’s Science Got to Do with It? | Customer Experience IS Team Member Experience
I worry that some human-focused leaders and consultants veer a bit too far away from research and data when it comes to understanding team member and customer behaviors. Amid extreme staffing challenges, I have read and heard a lot of employment guidance that runs in opposition to the science behind employee engagement.
Reflect and Integrate | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the last post in a series titled Mindset & Agility – The Rocket Fuel for Customer Experience Success. In my last couple of posts, I unpacked the first six skills outlined in Professor W. Warner Burke’s research-based model of learning agility, namely: Flexibility Speed Experimenting Performance Risk Interpersonal Risk Taking Collaborating In this installment, we’ll…
Take Risks and Reach Out | Mindset & Agility – The Rocket Fuel for Customer Experience Success
This is the next to the last post in a series titled “Mindset & Agility – The Rocket Fuel for Customer Experience Success.” In my last post, I started unpacking skills outlined in Professor W. Warner Burke’s research-based model of learning agility. As you’ll recall, Dr. Burke shared his findings in a book titled Learning Agility, which…
How to Learn and Lead with Agility | Mindset & Agility – The Rocket Fuel for Customer Experience Success
In my last post, I spotlighted social psychologist Carol Dweck’s landmark work on growth mindset and offered a link between her research and customer experience excellence. Building on Dr. Dweck’s findings, let’s dive into the first of three posts that unpack Dr. W. Warner Burke’s model of learning agility. Professor Burke is an organizational psychologist…
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