Practical, people-centered ideas on management, engagement, and the people experience.
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Top Books on People Experience
If you want to deepen your understanding of people experience, these are the books we most often recommend to managers and executives. 👉 View the full list here: People Experience Reading List
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Tenet 9 – Be More, Better, Faster, Different
LEADER’S GUIDE Overview This class focuses on understanding the Company’s competitors and their offerings. It is important for the company to do more for our customers by being better, faster, and different from our competition in order to be successful now and in the future. Use the information below to enhance class discussions. …
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Tenet 8 – Create Value
LEADER’S GUIDE Overview This class focuses on creating value in terms of the individual employee, the Company, and customers. Use the information below to enhance the class discussions. Roles Manager – Help class participants understand that through self-development, they create value for themselves, the Company, and customers. Employees also provide value to…
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Tenet 7 – Skip Satisfaction, Exceed Expectations
LEADER’S GUIDE Overview This session focuses on helping employees understand that it is no longer enough to just meet or satisfy the business needs of the customer. In order to differentiate yourself and your company, look for opportunities to exceed customer expectations. Use the information below to enhance class discussion. Review class guidance below.…
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Tenet 6 – Know Your Customer and You’ll Be Rewarded
LEADER’S GUIDE Overview This class focuses on developing a deeper understanding of the Company’s external customer demographics. We’ll discuss how we acquire customers, how the Company makes money, and why customer retention is a priority. Use the information below to enhance class discussions. Roles Manager – This particular class can have a significant impact…
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Tenet 5 – Feedback from Customers is a Gift
Preparation This class focuses on helping employees embrace customer feedback as a gift. Feedback lets you know if you are on track in meeting customers’ needs or not. Feedback perceived as negative is what most people prefer to avoid. However, this can be the type of feedback that provides constructive insight or information that helps…
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Tenet 4 – Customers Define Quality and Service
Preparation This focus of this class is to help employees understand how customer needs drive not only the quality of service but also the services they expect. Use the information below to enhance the class discussions. 1. Identify examples of business practices that have been defined by customers. For example: Twitter has become a…