Categories
The Work Experience

Go read the 5 Myths of Great Workplaces

Is there a downside to everyone being happy at work? Is conflict good or bad? Does hiring for cultural fit produce group think? A great summary over at HBR of what to consider if your goal is to foster a critically engaged team.

“… task conflicts produce better decisions and stronger financial outcomes. … Healthy debate encourages group members to think more deeply, scrutinize alternatives, and avoid premature consensus. While many of us view conflict as unpleasant, the experience of open deliberation can actually energizes employees by providing them with better strategies for doing their job.”

Read the rest and the top 5 tips at https://hbr.org/2015/03/5-myths-of-great-workplaces

Categories
The Work Experience

10 Essential Pillars of Employee Engagement

10 Essential Pillars of Employee Engagement from Dan Benoni
Categories
Service design The Work Experience

22 typical change management mistakes

I love this list of 22 typical change management mistakes to avoid. There are several in this list which I think can be addressed with a human centred design approach such as:

Mistake #13 – Not involving the employees

Leaders must actively involve the people most affected by the change in its implementation. This will help ensure employees at all levels of the organization embrace the proposed changes.

Involving staff can mean so much more than communicating the changes ahead. It can mean involving them in identifying problems and creating and testing solutions.

A must read: http://www.torbenrick.eu/blog/change-management/top-20-change-management-mistakes-to-avoid/?goback=%2Egde_1855378_member_236279636

Categories
Events Service design

The evolution of CX

The first Australian CXPA meet-up in Sydney (16/4/2013) was a breakfast session at Atlassian HQ with Cyrus Allen of Strativity as the MC. The special guest via a Google Hangout was CXPA and Temkin Group founder Bruce Temkin. He is also the creator of Forrester’s Customer Experience Index and Voice of Customer Award.

Bruce Temkin beaming in via a Google Hangout
Bruce Temkin beaming in via a Google Hangout

 

What Bruce saw from his side via this tweet

Coming at this space from an Experience Design background as I do, I was most interested in what Bruce Temkin had to say about the ‘evolution of cx management’. He presented the following chronological model:

CX intrigue 2005 -2009

  • Organisations have applications, infrastructure in place.
  • CRMs don’t deliver anticipated value.

CX exuberance 2008 – 2013

  • The term CX gets ’slapped’ on top of titles.
  • 60% of companies think they will be customer experience leaders in 3 years (the maturity model indicates this is a much longer journey)
  • Shows that ambitions are emerging, but that organisations are not realistic about the implications.

CX professionalism 2011 -2015

  • People are starting to have clear practices and procedures around customer experience
  • A set of consistent practices is being collectively pushed into the community (via the CXPA of course 😉
  • VOC programs, journey mapping become standard process.
  • Close loop systems are in place to re-contact customers and learn.

CX Mastery 2014 +

  • Real time customer satisfaction analytics are able to project NPS, customer trends and other metrics.
  • Employee engagement becomes increasingly important as the connection between staff and the ability to drive sustainable customer experience is acknowledged.
  • The human resource sector becomes committed to employee engagement.

Temkin’s rally cry to the community was to practise a core set of repeatable processes and procedures; for the differences in practise that have existed to date to become standardised if the ‘era of CX’ is to continue. In support of this vision the CXPA is developing a vendor neutral certification program they hope will be recognised as a legitimate professional standard globally.

I should mention the format of the breakfast. The talk was followed by a Q&A and group discussion. It was valuable gaining insight into so many organisations so quickly and hearing about the various surveys, processes and incentives in place. I have a whole page of notes but if your are intrigued, you may just have to come along to the next event.

If you want to read more of Bruce Temkin’s work check out his blog Customer Experience Matters.

Categories
Service design The Work Experience

Bank of America to its 270,000 employees: Be nice

Bank of America sent a letter to each of its 270,000 employees with the simple message to “Be Nice”. This is after woeful customer satisfaction ratings. Is a letter enough? No, according to Customer Experience consultant Colin Shaw of Beyond Philosophy who stresses the need in the story for matching incentives and guidelines for how much time managers spend with customers and in branches. Apparently a more comprehensive plan to address customer satisfaction performance is to follow.

Via https://twitter.com/uxrat who has a pretty steady stream of interesting articles. And yes, he’s a mate of mine too.

Listen to the full story at http://www.marketplace.org/topics/business/bank-america-its-270000-employees-be-nice#

Categories
Events Service design

User centric change management

I had the privilege to work on a succession of projects relating to the staff experience at my time at Different. My colleague Christian LaFrance presented some of the learnings from these projects and a few others undertaken by the team at the recent Service Design Network Global Conference in Paris (28-30 October, 2012) and he has shared his presentation on Slideshare. Many of these projects involved a participatory design approach to achieve change that took employee needs into account and that was employee led.

User centric change management from Christian Lafrance