A self-assessment tool to consider what you know about yourself and what people do or don’t know about you is the Jahori Window. It was created in 1955 by psychologists Joseph Luft and Harry Ingham. They created it to visually…
I came across a statement in Jeff Sheehan’s Customer Experience Management: Field Manual the other day that has infected me like an earworm (one of those songs that will not get out of your head?). He wrote, “… The value…
Do you want to create a more inclusive organization but don’t know where to start? Following is a list of ten steps that will move your organization towards being more diverse, inclusive, and equitable. You don’t need to take them…
Customer experience and employee experience are different sides of the same coin. Both involve experience, the way someone feels when purchasing a good or how an employee feels about their company. Understanding the “experience” someone is having is crucial to…