Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
Latest stories Page 2
Article Hone your storytelling skills for effective leadership
Storytelling is an art and skill that only a handful of leaders wield effectively. Like so many so-called “soft skills” that have long been undervalued, storytelling is rarely taught as part of a career curriculum.
Article Riding the wave isn’t easy — 10 self-care tips from a pro surfer
Layne Beachley knows exactly what it takes to overcome setbacks and accomplish lofty goals. Her seven…
Article Creative ways to stay connected with remote coworkers (that aren’t a virtual happy hour)
Showing your human side at work can have real benefits, including making us feel more connected and sparking the kind of serendipitous connections that occur naturally in a traditional office setting.
Article How community nonprofits shift focus to solve for food insecurity
Around the world, more people are going hungry now than before the pandemic hit. Now, nonprofits worldwide have had to pivot their focus to offering the most essential service of all: giving food.
Article Inspiring customer loyalty by giving thanks
We’re not the only ones who are lulled into a stupor of customer satisfaction in response to service steeped in gratitude. See how you can inspire customer loyalty by giving thanks.
Article Why the employee experience is the customer experience
The second time I speak with Colleen Berube, CIO and SVP of Operations at Zendesk, she…
Article Introducing stories about helpful people
When Eric Grandon discovered beekeeping, he had no idea that the bees would give him the…
Article Holiday 2020: 3 trends for retailers this season
The most wonderful time of the year will look a bit different in 2020. The holidays…
Article We can navigate the future of work by looking back at our legacy of change
“The future of work is often presented as a binary choice: a hunger game between organic…
Article Why the business of voting is everyone’s business
Not so long ago, the general consensus was that you didn’t bring your personal politics into…
Article 3 organizations on fostering long-term customer relationships
Staying connected to customers has always been important, but maintaining a connection that’s exclusively digital is…
Article Becoming indispensable—a company that your customers can’t live without
James M. Kerr called his newest book Indispensable: How to Build and Lead a Company Customers…
Article Small but mighty: Booksellers adapt to meet customer demand
You could say that books are having a moment right now. With more people looking for…
Article The power of a culture built on gratitude
In his posthumous letter for the New York Times, Senator John Lewis could have chronicled his…
Article 7 ways to reduce bias in conversational AI
You may remember Tay, Microsoft’s infamous Twitter chatbot that unintentionally picked up on hate speech and…
Article The symbiosis between leaders and managers
The conventional understanding of the difference between leaders and managers held that a leader is a…
Article Millennials are hit the hardest by the loneliness epidemic, and here’s why
Millennials get a lot of flack for coming into the workplace and asking for more. They…
Article Empathy circles: from a moment to a movement
Employees needed urgent support as multiple crises unfolded. Empathy circles were born: safe spaces where our people could talk and feel safe
Article How to pivot in the face of change
Something’s not working. Maybe your business didn’t take off like you thought it would; or it’s…
Article Gratitude at work: why giving is as good as getting
Last year, I took Yale University professor Dr. Laurie Santos’s wildly popular “The Science of Well-Being”…