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Diverse Teams Successful teams are made up of all types of people these days. Diversity: a mix of introverts and extroverts, different economic and ethnic backgrounds, both the visionaries and the doers. It is this blending that makes up the best teams. And yet, with such diversity there…

How can you equate the current supply and demand market with the shut-down environment in today’s COVID-19 pandemic? Foremost, most businesses don’t stop; they pivot. Progressive companies take advantage of a work-from-home model that is boosting customer services while reassuring their customers that "business" is happening, albeit in a novel…

eNPS stands for Employee Net Promoter Score, a methodology that has built a reputation for measuring employees' enthusiasm for their place of work. It comes down to calculating the extent of a respondents' willingness to talk about their employee experience (i.e., EX) in a positive light. It's a fact that…

Times of uncertainty have an undeniable effect on people’s attitudes, behavior, and their use of language. New words are coined and old clichés are resurrected as political leaders, media and the public alike make sense of the shifting goalposts and rapidly-changing rules in a crisis situation. Today we’re examining what…

Business owners and marketers alike will find it’s important to understand market share so they know how their company ranks against its competitors. Put simply, a company’s market share is a sign of how well it’s doing in relation to its opponents. Once you know this, you can develop new…

Training and employee quizzes in the digital era These days the employee experience (EX) receives a great deal of attention. Companies spend billions of dollars on training staff, which is why there's so much fuss around organization quizzes amongst other learning considerations. We've come a long way since the industrial…

"How to Succeed in Business Without Even Trying" may make a great musical, but in real life, most successful ventures require a bit of effort. Employee Performance management is a macro concept, embracing broad company objectives. It's the opposite of divisional thinking that may or may not help the…

As we continue through this ongoing pandemic era, it can be harder and harder to motivate ourselves to just regularly get up and stay active. Personal health through exercise is still as important as discussions on ways to keep COVID-19 at bay. More and more countries and states are dealing…

Reporting is easy when you have statistics. Numbers, frequencies, and graphs are the bread and butter of quantitative analysis. What happens when you have qualitative data that needs processing though? Open-ended, free form responses for any survey can provide great insights. Comments offer explanations and paint pictures that numbers…

Let's get a common misunderstanding in this conversation out of the way. The Customer Service Experience is a primary subset of Customer Experience but is not the whole deal. CX covers a range of activities that extend beyond the topic of Customer Service. We often equate the two because, in…

3 Tips On How to Communicate With Your Team While Working From Home

How WFH Will Boost Your CX

What is eNPS, and is it all that important?

The Language of Uncertainty: Defining Times

What is Market Share and Why Should We Care?

Organization Quizzes = Employee Engagement and Employee Job Satisfaction

How to Succeed in Employee Performance Management with Best Practices (& Trying!)

Strange Days: Staying Active During COVID-19

Advanced Reporting: Text Analysis Report

Why Customer Service Experience and Total Customer Experience (CX) work together in a competitive environment