Keep Your Good People, Even In A Recession

In a recent post, I talked about how to keep customer experience momentum in a recession. Well, I want to add a piece of advice to the list: retain your good people!

I just read a good article on the Harvard Business Publishing site called How to Reward (and Retain) People When Money Is Tight (this is part of a series called Manager’s Guide to Surviving the Downturn). The article suggests these non-monetary techniques for holding on to key people:

  • Allow personal projects
  • Let them make an impact and develop skills
  • Help them plan their careers
  • Show them you respect and trust them
  • Keep them in the loop

The bottom line: Good customer experience needs good people.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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