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Employee Pulse Surveys have been trending across the globe recently as many small, medium and large enterprises change their outlook on managing their human resources. In an effort to improve human capital, these organizations are now prioritizing the focus on ‘human’ rather than ‘capital’.   But what exactly is an…

While the end of the school year can be a tricky time to keep students engaged, teacher Charles Coleman developed a fun and productive project to drive learning. A combination of technology and personal choice led to high student engagement even as the school year came to an end.   Education…

Great weather means it’s prime time for travel, but is the travel industry showing hospitality to its customers and its employees?   On a recent trip, I decided to economize by staying at a budget-friendly hotel. I had no illusions about how it would compare to premium hotels I’d stayed…

Are you ready!?!? We’ve been teasing you for weeks about Sogolytics’s 17.0 release and it’s finally here! I’m super excited and can’t wait to share a few of my favorite updates. Freedom This release is all about being free and flexible -- but what does that mean for you? With…

Stop the presses! It's already June?   It seems we blinked and we’re nearing 2019’s midway point [Note to self: This means National Donut Day is rapidly approaching!].   It’s no wonder: We’ve been diligently working on exciting platform updates (shameless plug: Sogolytics 17.0) while our favorite thing — feedback…

How to structure powerful customer communications that deliver more Imagine receiving a survey with the following question: "Would you like to spend $X million by passing this bond?" How would you answer? The likelihood of a negative response is high if you don’t know enough to give an informed answer.…

There are two ways to make decisions. Make the decision yourself. Collect relevant data and feedback and then decide. Can’t figure out which socks to wear? Option one. Want to elucidate the core elements of an organizations’s culture? We picked option two. Culture Quest I’ll be honest: I love projects…

Do you ever get the feeling that some people just can’t stop talking about customer experience and some people just can’t catch on? I’m glad my life doesn’t include anything as dramatic as the overthrow of monarchs, but I’ve faced some dramatic differences in customer service recently. Don’t people know…

This one goes out to the ones I love: volunteers. Sure, it’s National Volunteer Week, but what really pushed me to write this blog was a traffic jam on Wednesday. I was on the way into downtown DC, but our area has plenty of winding back roads, and I found…

Proactive customer experience efforts are increasingly important in today’s world, where customers have sky-high expectations for the level of personalized care and attention they should receive from companies. With social media accounts run by young, sassy interns making global corporations appear to be your best friend, the perception of companies…

Employee Pulse Surveys: A Healthy Check-In

Let’s Get Practical: A Hands-On Education Integration

Employee Engagement Can Make or Break Customer Experience

Sogolytics 17.0: Freedom and Flexibility

2019: Year In Reviews (Too Soon?)

Customer Engagement: How can brands give as good as they get?

Mission, Vision, and Values: The Quest For Culture

Customer Experience Is Dead! Long Live Customer Experience!

Volunteers: Thank you for your service.

How to Map the Customer Journey and Improve Customer Experience