Tag Archives: Employee Experience

Marketing Insanity

Posted on August 15, 2018 by Lorena Harris

A quote widely attributed to Albert Einstein reads, “The definition of insanity is doing the same thing over and over and expecting different results.” This is increasingly true in B2B Marketing, where the pace of change has accelerated exponentially in … Continue reading →

Posted in B2B Marketing, Customer Experience, Digital Marketing, Employee Experience, Social Media CRM, Uncategorized | Tagged , , , , | Leave a comment

Silos, Sticks and Carrots

Posted on April 7, 2017 by Lorena Harris

Published on LinkedIn January 21, 2017 How many times have you heard the word “silos” at work? As in, “They’re in their own silo,” or “This company has too many silos.” If that’s a common term, mostly likely your company has … Continue reading →

Posted in B2B Marketing, Digital Marketing, Employee Experience | Tagged , , | Leave a comment

Ladies and Gentlemen Serving Ladies and Gentlemen

Posted on September 10, 2011 by Lorena Harris

During Labor Day week , my husband and I enjoyed the Ritz Carlton’s strong service model. All guests, no matter how greasy and sandy from the beach, are treated as ladies and gentlemen. Associates, who are encouraged to think of … Continue reading →

Posted in Customer Experience, Customer Loyalty, Employee Experience, Uncategorized | Tagged , , | Leave a comment

Why Your Employees are Jumping Ship

Posted on July 17, 2011 by Lorena Harris

Let’s continue our “employee series” with a discussion of the impact of employee satisfaction on customer experience. The research I directed last year (http://bit.ly/oDzXg8) showed that 79% of US employees surveyed say they are loyal employees. Banking employees are the … Continue reading →

Posted in Customer Experience, Customer Experience Research, Employee Experience | Tagged , , , | 1 Comment

Why Your Employees Aren’t Delivering Better Customer Experiences

Posted on July 12, 2011 by Lorena Harris

As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service delivery.  The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, … Continue reading →

Posted in Customer Experience, Customer Experience Research, Customer Service | Tagged , , , | 2 Comments

What Your Employees Aren’t Telling You

Posted on July 11, 2011 by Lorena Harris

In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, “Many organizations place too much emphasis on top-of-mind channels such as the Web and social media, ignoring hundreds of … Continue reading →

Posted in Customer Behavior, Customer Experience, Customer Experience Research | Tagged , , , | 1 Comment