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Holtz Communications + Technology

Shel Holtz
Communicating at the Intersection of Business and Technology
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Measurement has been a critical employee communications topic since I first started working in the field more years ago than I care to admit. Professional associations and conference companies host entire conferences on the topic. Studies have been produced. Consultants specialize in it. And based on research I see every year, a significant number of communicators do not engage in…

If you had asked him, Salvatore Scumace probably would have told you he was a very satisfied employee. After all, for 15 years he got paid but never once put in an appearance at work. He earned more than $645,000 over those years, payment for work as a fire safety employee that he never performed. Undoubtedly, there are many who…

Providing employees with an experience that balances work with everything else that matters in life is important for a number of reasons, most of which should be obvious to leaders of any business. It reduces stress and improves mental and physical health. Productivity is higher among employees who achieve balance. It enables you to present during both the work and…

When the Employee Experience (EX) comes up, the conversation generally revolves around milestones. I suspect that’s because the EX was derived from the Customer Experience (CX), which is built around the marketing funnel with its milestones: awareness, interest, consideration, intent, evaluation, purchase, advocacy. But the fact is, employees have experiences every single day they’re at work. From apps that don’t work right and an IT…

Employee Experience (EX) is frequently confused with employee engagement. It’s an easy mistake to make and, to be sure, they have much in common. They are not, however, the same thing. Engagement is an outcome of a company’s behaviors. That is, employees are (or are not) engaged because of things the company does that affect the employee’s emotional bond with the company. EX is…

Mapping the customer journey is a significant undertaking, which leaves a lot of organizations thinking it’s enough. It’s not. While identifying the touchpoints on the customer journey can go a long way to creating a satisfying Customer Experience (CX), it also leaves a lot of gaps, each of which is an opportunity for an unpleasant (or even treacherous) detour on the journey.…

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