by Ali Elgersma | Jun 8, 2022 | Uncategorized
Employee experience starts at the beginning If you want to frustrate your best new employees, I have a foolproof way. Be unclear on your expectations. Frustrated new employees rarely develop into high-quality long-term team members who contribute to a...
by Ali Elgersma | Jun 1, 2022 | Uncategorized
I’ve found the secret to success in customer experience. Here it is: It depends. That’s right, the secret is completely ambiguous. Let’s clear that up. It depends… on the customer’s expectations. Which is why...
by Ali Elgersma | May 25, 2022 | Uncategorized
Fred Reichheld is one of the great business thinkers and researchers of recent decades. I say this because more than 20 years ago Reichheld invented one of the most-widely used tools in business today – the Net Promoter Score. I use NPS in our work with clients...
by Ali Elgersma | May 18, 2022 | Uncategorized
“Company culture” may be the most overused phrase in business. I don’t say that because it’s not important. It most certainly is, and I’ll return to that in a minute. It’s overused because everybody says it but almost nobody does anything about it....
by Ali Elgersma | Jul 28, 2021 | Uncategorized
Stop me if you’ve heard this one. A CFO and a CEO walk into a bar… Wait, this is no time for jokes. Let me tell you a story instead. The c-suite of a company in the financial services industry is hashing out the budget...