BLOGS

If you’ve been listening to NPR or watching CNN recently, there’s a new buzzword out there that is directly relevant to the employee experience: “quiet quitting.” The term apparently originated in a TikTok video earlier this year. It refers to the practice of putting in the minimum amount of effort and time at your job in order to focus on work-life balance or other interests—or while you wait to...

The 1950s in America was the era of the booming economy. The GDP was growing, inflation was declining, and unemployment was low. The average American family had twice as much real income to spend as the average family of the 1920s. To spend it wisely, many customers looked to their financial advisors and bankers for advice and guidance. These service providers built a relationship that went...

Recently, NBC News reported a story of wide employee discontentment at Starbucks due to customer satisfaction scores and the effects these scores have on workplace evaluations. Managers are using customer survey results to penalize employees, and the practice is meeting resistance. These survey results, the so-called “connection scores,” are collected from Starbucks patrons and report on...

Every week, our Customer Experience (CX) practice has about a dozen conversations with CX and marketing leaders across the insurance and banking industries. Something on everyone’s mind right now is how to successfully cross-sell to customers without alienating them. In one such conversation last week, an insurer lamented, “I wish we did a better job using our own digital properties as a way to...