"Fix the culture, fix the outcomes." That’s my mantra. And yes, I’ve heard the objection: it’s too simple. You can’t just "fix" culture like a broken machine. The objection misses the point. The mantra is a claim about causality,...

4 days ago 0

“Fix the culture. Fix the outcomes.” I say this often (and I've written about it before). It's even my signature line when I do Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business book signings....

1 week ago 0

I've seen lots of talk about CX work and how it has to be tied to business outcomes for leaders to get on board. That’s an old, tired mantra. I’ve been in this business/profession for 30+ years, and we’ve...

2 weeks ago 0

I recently came across a LinkedIn post celebrating a high survey response rate. The author was thrilled, and the comments were full of kudos. But I found myself asking a completely different question than the author or anyone else...

3 weeks ago 0

A reminder... the Golden Thread links: Culture → Employee Experience → Customer Experience → Outcomes When it holds, organizations operate with clarity and consistency. But when it breaks, alignment disappears and performance becomes unpredictable. What’s important to understand is...

1 month ago 0