Expert Advice for Marketing Leaders on MarTech, AI, & CX
Articles and insights about employee experience for marketing and CX professionals.
Placemaking is the art of creating spaces that provide a backdrop for life’s experiences, making people feel comfortable and at ease. In the podcast interview with Adam Chen, architect TJ Carvis discusses the importance of placemaking in his work at Gresham Smith, focusing on creating spaces that allow people to feel and perform their best in live, work, and play environments.
Pay transparency is a critical component of building trust within an organization. When employees feel that they are being treated fairly and equitably in terms of their compensation, it fosters a sense of trust and loyalty towards the company.
You need to translate enablers into outcomes in financial terms that clarify how the investment (time, money, or resources) will provide a return like revenue growth, cost reduction, or increased profits.
Customer centric culture starts at the top. This is a phrase that we often hear in the business world, but what does it really mean? I
Without a strategic plan in place, CX leaders risk losing sight of their organizational goals, leading to a disjointed and frustrating change process. Just as a traveler might feel disoriented in an unknown city, key stakeholders who you hope to build a guiding coalition with will become disillusioned and lose confidence in you and your recommendations.
The key takeaway from the podcast is the importance of making intentional efforts to train and reinforce positive behaviors among employees. By creating service actions and reminders, employees are encouraged to consistently provide excellent customer service, such as giving a warm greeting or showing empathy towards customers.
Brands are constantly looking for ways to stand out and differentiate themselves from their competitors. One of the most effective ways to do this is by igniting a culture of customer centricity, where the customer is at the center of everything the brand does. This approach involves personalizing the customer experience, simplifying interactions, and empowering employees to deliver exceptional service.
The concept of “communicating why’s behind the what’s” is a crucial aspect of driving successful change and transformation within an organization. This concept emphasizes the importance of clearly articulating the reasons and motivations behind a change initiative to all stakeholders involved.
Responding to feedback is important for businesses to improve their
customer experience. In today’s digital age, customers have numerous
platforms to voice their opinions and share their experiences with
businesses. Whether it’s through surveys, online reviews, or social media,
customers expect their feedback to be heard and acknowledged.
One key strategy that companies can employ is strategic employer branding. This involves creating a positive and attractive image of the company as an employer, even before job seekers start actively looking for opportunities.
