I recently came across the Japanese terms genchi genbutsu and genba; they're both key principles of the Toyota Production System,...

The phrase "employee retention" sends shivers down the spines of some folks. And it ought to. Employee turnover is expensive...

When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they...

Continuing on from last month's post about partners and their importance to your ecosystem... you need to make sure you...

Are you considering all of your channels when you think about the omnichannel experience? In last month's post, I wrote...

Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention...

Are you following the herd or defining your own path to success? In business and in life, there's this crazy...

How do you drive innovation within your organization? Do you think outside of the box to think outside of the...

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to...

Are your employees working hard, working smart, or both? In the last two months, I've written about employee effort and...