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Experience Management

US workers top the charts in employee engagement (again!)

The results are in from our bi-annual study into employee engagement around the world, and once again workers in the US are leading the way when it comes to the employee experience Being an employee in the US is a pretty good place to be. According to 2018 State of Play report, looking at engagement […]

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23 customer experience thought leaders to follow on Twitter

Customer experience is all the rage right now if your organization is not working to delight your customers, you will fall behind. According to a Watermark study on customer experience ,“companies that prioritize customer experience outperform customer experience laggards in stock returns by an average of nearly 80%.” With the rise of social media, it’s easier […]

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Teaming Up for the Next Frontier in Government Customer Experience: OMB Circular A-11 Section 280 (Part 3 of 3)

Today’s post is the third of a three-part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. If you’ve read OMB A-11 Section 280, or perused parts 1 and 2 of our blog series on this topic, it may have become clear that achieving true compliance with the spirit […]

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7 Examples of good customer service practices

Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately, it’s true that bad news travels faster than good news, especially in the age of social media. Most customer service stories online are about bad customer service […]

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What is brand equity? How should I measure it?

A strong brand is the single most valuable asset in any business. But what exactly is meant by ‘strong brand’, and how does it relate to the popular concept of brand equity? There are at least two dimensions to this question. Emotionally Strong The first relates to how brands ‘sit’ in people’s minds. This is […]

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Designing Great Employee Onboarding Experiences

Onboarding is one of the most pivotal moments in an employee’s tenure with a company – it truly is a make or break moment. The Human Capital Institute (HCI, 2018) recently released results from an onboarding benchmarking study of 350 companies. The focus of the study was to assess the effectiveness of onboarding practices in […]

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