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Blogs

The power of emotional intelligence and how you can learn it

Meet Sandra Thompson - Customer and Employee Experience Educator and Tedx Speaker. Her superpower? Improving customer and employee experience.
February 26, 2022

Customer Service Lessons Learned From Covid

Whitnee Hawthorne, has been ‘piloting’ her way through a career in the travel industry and customer service at breakneck speed and even now is just taxiing down the runway at her next big opportunity as SVP of Travel Experience for TripActions.
January 11, 2022

SmileDirectClub on smiling and thriving at work

The Great Resignation is a hot topic right now, and there are many HR professionals and leaders looking to find the root causes and ways to retain their top talent within their own business. But instead of talking about ‘retention’ and ‘turnover’ and implementing over the top initiatives that gloss over what people are really looking for, we think Cheryl DeSantis, Chief People and Diversity Officer for SmileDirectClub, has a far better idea – and it comes from a much more human place.
March 24, 2022

Thriving workplace through human connection

Dr. Patti Fletcher — Forbes contributing writer, award winning CMO and bestselling author, shares some breaking statistics at the Global Frontline Experience Summit 2020. 75% of change management programs fail.
October 7, 2021

The Connection Between Employee Experience & Customer Experience

Before we can understand the connection between EX and CX — we must first understand the key differences. The first difference Mike highlights is the balance of power. Think about the good old saying “The customer is always right”. When you apply that to the employee, it doesn’t have the same ring.
September 28, 2021

Jim’s ‘Family’ – 40 years of building an iconic service business

Jim’s Mowing's incredible success didn't happen overnight. It was based on clearly defined service standards; a genuine passion for people and an obsession with asking the same question every day – “How can we do better?” 
June 28, 2021

Cleaning up to reveal your frontline magic

how do you engage staff and customers alike to build a culture of pride and self-leadership and make those who are often working unsociable hours feel seen and valued? Lisa MacQueen, CEO of Cleancorp, knows the answer to that question better than anyone.
May 12, 2021

Videos

Farhad Ghafarzade

How great CX led to the trip of a lifetime - via proxy

Green Drop Garage

Lisa Macqueen

Cleancorp: Cleaning up to reveal your frontline magic

Cleancorp

Charles Ryan Minton

Service tips from one of the most loved hotel brands

Marriott

Christina Burns

Put Your Customers Second

Ruby

Janine Vesper

Janine Vesper: Why YOU Matter

Amplifon

Justin Riordan

Justin Riordan: Reward Culture

Spade and Archer

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