Results for : COVID-19

Balancing the Conversation for CX: How to Speak to Customers in “The New Normal”

There was a period over the past year where companies weren’t sure if they should market and sell to customers at all. Is it insensitive? Will we lose customers? Is it manipulative? The reality is that businesses need to be selling their products to stay alive. As the country slowly…

Social Interactions in the Post-COVID-19 Professional World

Before the global pandemic reached the United States in March 2020, a typical professional introduction would involve a handshake and not socially distant conversations. Now, while the light at the end of the tunnel seems closer, we still are going to have to adjust to the “new normal.” So, what…

Should Employers Invest in Home Office Expenses While Employees Work Remotely?

As the pandemic turned lives upside down, we’re discovering Work From Home (WFH) has distinct advantages and disadvantages. There’s no commute (yay!), but sometimes we can’t find a reason to shower, not to mention the soul sapping social isolation if you don’t share space with a roommate or partner. One…

Data-Day Operations: How Fresh Answers Help You Keep Up

How much data do you need to make a decision? We've all asked this question -- and discussed it here, too -- but it's not the whole question we need to answer. Ask yourself this: How fresh is your data? Stale data leads to bad decisions -- it's as simple…

HR Trends in 2021 That Turned Management Thinking Upside Down

The pandemic’s impact on HR trends 2021 The COVD-19 pandemic altered our lives in significant ways, sending us into a new mindset called “social distancing” -- staying at home and avoiding crowds. This one event threw traditional HR trends to the curb. In its wake, employee onboarding and employee engagement…

Making the Implicit Explicit: The Impact of Virtual Work on Communication Style

What is more important when working remotely or virtually: written, verbal, or visual communication? The answer might depend on the kind of work you do or your personal preferences, but today’s remote workers realize one of the biggest challenges for effective communication is the lack of physical cues. Ever since…

Making the Most of Micro-Moments When Everyone’s a Bit Rusty

It would be easy to say that we're at an especially strange point in dealing with the COVID-19 pandemic -- but really, everything's been pretty strange for a long while now. Now, looking around the world, we see both success stories and fears of new waves and variants, vaccination rates…

5 Customer Experience Lessons We Can Take From 2020

It’s easy to think that the average consumer has radically changed over the past 12 months. Because twice as many people are buying online now compared to March 2020, you should invest every penny into digital infrastructure. I mean, sure, but what about the coming years? Physical stores are going…

CX Expectations and How They Impact Employee Experience

Employee experience has come to be viewed as a strategic area for companies to drive value. While its importance is widely recognized, a disconnect between aspiration and actuality can remain. This is particularly problematic when employees expect interactions with the business on par with the customer experience (CX) they are…

How CX Expectations Shape Our Human Experiences

Consumer behavior changed in 2020. Really, we had to adapt in all areas of our lives. One constant? High customer experience expectations. What with next-day delivery (or faster), online chat, and the attention paid to our input, customers are demanding better CX. As companies work to continue to raise the…

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