Built with intention and measured with rigor, culture is the most powerful lever a business has to drive customer satisfaction, employee retention, operational efficiency, and revenue growth.| CX Journey™
People often ask how my thinking and my writing have evolved over time. Fair question - one that reflects the natural progression of my career and my perspective.| CX Journey™
Culture dictates whether the tools and programs designed to enhance the employee experience are embraced or undermined. Here’s why culture is not only the foundation but also the necessary starting point.| CX Journey™
Your culture is more than just an internal asset; it’s a powerful competitive advantage that influences brand perception, employee retention, productivity, customer loyalty, and business performance.| CX Journey™
Fix the culture, fix the outcomes. What does it mean? How do you achieve it? Where do you begin? And why?| CX Journey™
So you've created a Culture Plan. How do you implement it? Who's involved? What are best practices for implementation?| CX Journey™
A Culture Plan is designed to shape, foster, maintain, and sustain your desired culture. How do you create this Plan, and who is involved?| CX Journey™
What is a Culture Plan? And why do I need one? Why is it important?| CX Journey™
Remember, you get the culture that you design or create - and/or the culture you allow. Core values are at the root of the culture you design; they support and facilitate the culture and the business model you desire, and they support the vision you have for the business, for your employees and their experience, and for your customers and their experience.| CX Journey™
Why is it important to socialize your core values? And what are some ways that you can do that?| CX Journey™
