Happy Customers Lead To Happy Shareholders

Oct. 11, 2021 by Kerry Bodine

The Happiest Employees of 2021 — And Their Connections to Customers

As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom, two companies known for their customer obsession (Read More...)

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Beat Up Ideas, Not People

Aug. 18, 2021 by Kerry Bodine

Yesterday I read a disturbing article in The New York Times about cultural change at Twitter. In a nutshell, Twitter brought in an executive to “revamp Twitter’s design team and make it more diverse.” Part of his process: asking employees “to go around the room, complimenting and critiquing one another” in a two-hour meeting. The (Read More...)

Love Your Employees As Much As You Love Your Customers

Jan. 18, 2021 by Kerry Bodine

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider (Read More...)

2 Employee Awards That Will Improve Your Customer Experience

Aug. 24, 2015 by Kerry Bodine

In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature (Read More...)

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The Happiest Employees of 2021 — And Their Connections to Customers