What is Your Employee Listening Strategy?

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      Believe it or not, your organization needs an employee listening strategy. What do I mean by this? Many organizations administer an annual employee engagement survey and then stop there. By doing just that, they miss the opportunity … Read More

5-Step Process Saves Most Any Customer Relationship

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I often tell people that customer experience, customer service and customer relationship management are really mostly about having the right processes in place to support the customer’s journey. Below is a 5-step process I have used hundreds of times over … Read More