employee experience

Wells Fargo: An Object Lesson in the Connection Between the Employee Experience and the Customer Experience

It’s been a tough few weeks for Wells Fargo, and that’s probably a colossal understatement. Once considered a pillar of the banking industry, Wells Fargo’s positive reputation is now as mythical as the phony customer accounts its employees created in order to meet sales quotas and keep their jobs. Instead of creating an employee experience aligned with Wells Fargo’s values, they created an environment where employees who missed their targets had to work overtime or on the weekends…. Read More»

customer service

Monogram Customer Service with Your Signature Passion

Most customer service relationships do not end with a storm of sound and fury. Most do not end in a fit of dissonance or a caustic conflict. Most companies “vanilla” customer service to death. It is death by indifference, monotony, and negligence. When someone asked my wife the secret of our 50-year marriage, she quickly said, “We got married, but we never quit dating.” Customer relationships are like that as well. They thrive on a rich flavor of engagement, like Neapolitan or spumoni, not plain vanilla…. Read More»

core values

The Real Problem with Core Values and Organizational Culture

One of the first thing leaders do when they finally turn their attention to culture is to develop a list of core values. And there is an obvious logic to this that you can trace back to the fundamental definition of culture. Some people will say culture is “how we do things around here.” There’s some truth to that, but that’s just the behavior side. It turns out the behavior is driven by something deeper: what is valued…. Read More»


10 Ways to Make Your Team More Productive [Infographic]

Productive, collaborative teams don’t just happen. Just like with positive work cultures, building a productive team takes strategy and leadership. You may have team members who individually are rock stars, but that doesn’t mean they know how to work well, or productively, with others. As a manager it is your responsibility to build a framework […] Read moreRead More»

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