Blog & Resources

employee engagement

The Right Employees OWN the Customer Experience

Are employees the answer to the customer experience question? I was recently challenged to defend this belief and here's how I answered. YES. While there is data showing how some industries, like airlines, continue to increase profits while continuing to ...

Destructive Leadership Practices: Is Your CEO in Denial?

We have a saying around here. We only work with "enlightened leaders." I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. ...

15 Ways To Rock Customer Experience in 2015

Customer experience is more than a full-time job. It's more than a project. It's more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas ...

How Employees Own the Customer Experience with Workplace Book Clubs

It's funny how everything old becomes new again. Apparently, reading is good for us! Of course, reading is a fundamental aspect to learning and growing. But it hasn't always been seen as something to do while at work. Sure, we read ...

10 Ways Customer Experience Rocks Your World

The following is a best of 360Connext post. Times have changed. A few years ago, I would utter the phrase "customer experience" and get the strangest looks from people. Today, there is much head nodding. People get what it means ...

4 Challenges About Leading Customer Experience Initiatives

The following is a Best of 360Connext post. At the inaugural Customer Experience Professionals Association (CXPA) event for customer experience practitioners in October of 2011, a few messages rose to the top. There were several days of very interactive and powerful ...

4 Ways to Change Organizational Perspective on Customer Experience

Much of what I do is centered around walking in the customer's shoes, thus the Customer Experience Investigation™ tagline. And yet so much of this is related to the internal processes and procedures of an organization. I heard some speakers ...

Empowered Employees Outshine "By the Book" Service

My mother, Jane Reuss, is a Member Engagement Advisor for Life Time Fitness. When visiting her at her office recently, I was befuddled when I saw a cute pyramid of water bottles wrapped in gym towels on the counter behind her ...

Customer-Centric Strategy for the Busy Business Leader

Business leaders simply have too much to do. Whether you own and run the business or are an executive in a big corporation, your role is becoming more complex. We have too much to do and not enough resources to ...

Common Mistakes in Organizational Culture

Company organizational culture is debated, celebrated and, in some cases, misguided. We've had some really great reactions to our focus thus far on how employee engagement and internal experience influence the customer experience of any company. Organizational culture is often ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.