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.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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