Posts by Phillip Angerhofer


CX Insights: How to Align the Front Line in Three Steps

Customer experience management is only for the determined: 70% of all customer experience transformations fail, according to research by McKinsey and Co. And of those failures, 72% can be attributed to employee resistance and unsupportive leadership behaviors. Ron Ritter and Will Enger from McKinsey & Company outline three steps to align front-line behaviors with the […]

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Employee Engagement: The Simply Irresistible Organization Model

The customer may be king, but what if your employees don’t stick around long enough to crown him? Leaders are worried about employee engagement: 86% of executives and HR professionals feel that a good company culture is very important; 85% ranked employee engagement the same way in a recent Deloitte study. They were out-ranked only […]

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Customer Research: 4 Steps for an ‘Insights First’ Company Culture

When Staples purchased Quill.com in 1998 for $685 million, they knew they were betting on a winner. Within 10 years they grew revenue from $550 million to more than $1 billion. Quill got to be one of Staples’ top performing divisions with customer research and an ‘insights first’ culture. Jim Hall, Quill’s Research Design Manager […]

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