Culture
Great customer experiences require more than the right tools. It’s also about the people—your people.
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Will you show up with your emotions, or send an emoji instead?
If you’ve tweeted, posted to Instagram, or texted in the past few days—and who among us…

Emojis at work: the good, the bad, and the legally binding
Emojis haven’t actually reshaped communication. I mean, they’re symbols meant to convey a message, and humans…

Your smartphone is making you stupid
Among the many life lessons my partner and I learned as we purchased and moved into…

Say it with an emoji. Yes, even at work.
Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

The unexpected customer service hero—we all have one
Once upon a time, when I was in a painful and difficult marriage, the city was…

Your mother was right, you are the company you keep
You have needs, I have needs, we all have needs—one of which, according to Maslow’s Hierarchy…

Watch your language: how word choice can sabotage workplace collaboration
When most people approach a consultant, it goes a little like this: “We have a problem.…

Don’t have kids, eat less meat, and other ways to save the world
Whose fault is it that glaciers are melting, oceans are becoming cooler and less salinated, “storms…

The kids are alright… but they don’t want your stuff
As our parents age, we move to a new phase of the parent-child relationship and accept…

Episode 24: Tasha Eurich on self-awareness
Organizational psychologist Dr. Tasha Eurich wants you to get serious about self-awareness. No, she doesn’t want…

Stampede no more: designing a Black Friday experience we all can get behind
I love roller coasters and I hate waiting in line to ride them. The day I…

The thrifting trend is making garage sales kinda cool again
There are only a couple things that will get my father to stand in line alongside…

Big box stores have everything but big customer service
Walking into a big box hardware store is a little like walking into a deserted castle…

Welcome to the wonder of the West Coast work culture
Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…

Going global means learning to go local
When I hear the phrase “buying local,” I immediately conjure up images of farmer’s markets and…

How to make a soundtrack for your life
“Splish Splash” and the “Flying Purple People Eater.” The Beatles. Goth, goth, goth. Fugazi and Bikini…

5 dating questions you should ask your customers
Customer relationships aren’t that different from your romantic ones. You spend time getting to know a…

Amy Gallo loves a good fight. A Q&A with the woman who wrote the book on conflict.
Amy Gallo loves conflict. So much so that she believes a manager has a duty to…

AI is what dreams are made of. Just ask Disney.
We talk a lot about artificial intelligence and the impact AI will have on our culture…

We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister
Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…