Fostering a Culture of Ownership & Investing in the Employee Experience

Culture eats strategy for breakfast, said management theorist Peter Drucker. And it doesn’t happen on its own. Creating an outstanding employee experience is an ongoing job. In 2019, we doubled the size of our team — growing from 300 to 600 people. We grew in diversity and locations, with more than 38 nationalities represented across our offices. We recruited hundreds of new hires and integrated two acquisitions comprising hugely talented teams.

Our employee Net Promoter Score is currently at a healthy 11 (for scale, an eNPS greater than 10 is good and one greater than 50 is amazing) — this makes us 1) very happy and 2) committed to pull all the stops to keep our team engaged and happy. As we head into a new decade and continue to grow our team, we are staying true to our core values and finding new ways to bring them to life in our employee experience.

Building a culture of transparency and accountability

We’ve worked hard to build visibility and transparency at Contentsquare. Our shared goals are highly visible, and we have regular department and team-wide check-ins to see where we stand, what’s working well and what’s not. All employees set quarterly goals and we trust they are doing their best to meet their objectives and will readily share any hurdles they face. That’s why in 2020 we’ve introduced greater flexibility around the way we work because we care more about results than hours worked, where we work, or how many holidays we take. This led us to rethink our approach to working from home and to implement unlimited vacation days in the US to replicate the success of this model in our Tel Aviv office. 

Investing in personal growth

We believe that if our employees grow, the company will grow. We’re fully committed to investing in the career development of each member of our team. The CS Space Academy portal we launched this year is a one-stop-shop for our employees’ internal training needs. We’re a very international team with increasing opportunities to work from a new country. We have people choosing to transfer to another office every month, and recently we organized ten moves, including UK to France, Tel Aviv to New York, etc. We’re on the cusp of launching a new Learning & Development strategy, and we have big plans afoot to further grow our Peer-to-Peer learning programs, because we believe in our internal expertise, knowledge sharing and co-development. We also started a brand new onboarding program called Rocket Days, where we gather 10 to 20 newbies a month in our Paris office for a few days of training and French immersion! We’ve also kicked off an internal management mentorship track.

Energizing our team and realizing impact

Most of all, we want our team members to be excited about coming to work. About the ambition of our vision and product roadmap. About the impact each team member can have. That’s why we encourage contributions, involvement, ownership and ideas. In fact, our employees truly drive our innovation agenda — every year we host a company-wide Hackathon and the winning projects are included in the company roadmap. We’re very proud of our company culture and of the work our local culture crews do to keep things fun, unexpected and lively. And even though we’ve grown significantly, we still think it’s important for everyone to come together once a year at our annual WorldWide KickOff. This event highlights our commitment to transparency, as it’s the opportunity to align everyone around our strategy and recognize the terrific contributions of all our employees. Think 600 people in the countryside, two hours north of Paris, for three days…

What matters to our employees matters to us

We want to become more socially accountable, and we’re investing in several initiatives to help get us there. We’ve had several employee-led efforts to introduce sustainable practices, including the CS Green tree-planting initiative, which was a winning Hackathon 2019 project and our Culture Crew-led volunteer days. Our customer and prospective customer community expressed an interest in discussing the advancement of women in ecommerce so we’ve created new forums to do just that with more than 100 attendees at our London event last week.

One team = shared success

Everyone on the team is part of the Contentsquare adventure and we recognize that the success of our company relies on each and every one of our employees. That’s why we’ve announced that in 2020, we’ll be giving every full-time employee stock options.

In short, we’ve set ourselves some ambitious goals but we believe the experience of working towards them is just as important as achieving them. We think employee engagement starts with listening to the team, which is why we have regular surveys, daily direct discussions, monthly Let’s Talk employee sessions and, for (the few shy folks) our anonymous online question box. The growth we’ve experienced in the last couple of years has been tremendous and strengthened our organizational culture no end, and we know our best developments are still to come. Stay tuned!

Digital CX We’re Thankful for: UX Lessons for Thanksgiving & Beyond

Thanksgiving is right around the corner, and as we near this precious time of family reunions, hearty meals and giving thanks for all of life’s blessings, we thought it would be fitting to call out another source of our gratitude: good digital customer experience (CX). 

While gathering data is crucial to building a good UX — and we’re chock full of it — we thought it would be pertinent to get direct feedback from our lovely cadre of UX-perts through a VoC approach.

As such, we surveyed our own team members on some of the best digital experiences they’ve had and they responded with the websites and site features that they’re thankful for. 

Let’s read about the kind of user experience that completes our Thanksgiving, and our daily lives. 

What sites do you like to visit and are thankful for?

“I go to TechCrunch a lot. The way the site is designed and presented is easy to digest and view, as opposed to a regular news site. TheAwesomer is also a great site, not great-looking, but it curates cool stuff from across the internet, like news articles, product finds, Kickstarter projects, videos and more. Unlike Reddit, it’s not user submitted, so the quality is better. It’s filled with thumbnails.”
Greg Tessitore, Director of Digital Experience in Marketing


“Target, it’s super convenient and there are two stores that are in my path when heading home from work. ASOS has affordable clothes that are pretty diverse in the section. From beachwear to wedding attire, you can find it on ASOS.Nordstrom Rack has great sales on designer clothes. And when you order online or via the app, they often give you an additional 15% off
already discounted items.”
Ebony Hester, Director of Demand Generation


“I’m thankful for Zara, Nordstrom Rack and Amazon, as they make shopping online rather easy, and I don’t feel the necessity to have to go in person to any store if I’m feeling lazy. I know what will fit me the majority of the time and the return policy/process isn’t an inconvenience.”
Ashley Ygarza, Sales Development Representative  


“YouTube – I’m thankful for the beauty bloggers’ recommendations!”
Emily Cawse, Strategic Consultant in Global Services


“ESPN, Foot Locker, CNN. For content sites, I like to be able to understand headlines quickly and dive in quick. For retail sites, I want to be able to either locate what I want asap or have appropriate browsing options.”
Joseph Schaefer, SDR Manager


“Twitter. It’s
easy to navigate and I love the content.”
Tito Javier, Sales Development Representative

What subscription sites do you like and why?

UXPin, an open-source code forum, where you can submit pins — a pivot point/starting point on a development project, that’s in code like CSS or Javascript. Users can get involved in a project and put their own spin on it.  I’m subscribed to the newsletter and it’s all in code. It’s basically a digital sandbox that people build stuff in.”
Greg Tessitore


“Freshly.com — used the service and the ability to select meals, edit cart and pause the subscription, which was very intuitive and executable in a click or two.”
Marc Blum, Sales Director


“Birchbox + Careof. Prior to committing to either box, you have to fill out a questionnaire about your concerns and what you would like to implement in your self-care regimen that I truly like. The questions are well thought out and it makes you feel that the items you are getting are truly crafted for you. The packaging as well is very personable and I look forward to receiving them, let it be monthly (Birchbox) or when I finish my current supply (Care/of).”
Ebony Hester


“Curology; it’s easy to get around.”
Ashley Ygarza


“Spotify, because of its seamless experience across all my devices and more music than I could ever listen to!”
Emily Cawse

Adobe Stock, VIa Hurca!

 

What brands do you think have mastered good CX and why?

“It seems like Amazon already has an idea of my preferences based on the product suggestions I get recommended to me on the homepage. Sometimes I end up adding unnecessary items simply because it’s within the category that I’m already purchasing and looks kind of cool /have not thought about buying it before. <span

I also enjoy how easy it is to get to their review section and depend on those heavily if I’m buying an unfamiliar product. Sometimes I go on and buy stuff just bc I’m in the mood to shop and they have everything – they make shopping kind of addicting.”
Ashley Ygarza  


“Lush — I like the easy navigation and the ability to search box spend. Casper is just a clean layout. I like the social media UGC feed and that the pop up for additional offers is delayed just the right amount that you don’t feel bombarded.”
Ebony Hester


“Apple — you get what you pay for!”
Emily Cawse


“Foot Locker. I like the blend of lifestyle content and product pushes/CTAs.”
Joseph Schaefer


“Godaddy, because of the incredible customer support.”
Avi Mash

Can you give us an example of a UX function or individual site element that provided a great experience for you? One that helped you or left you in awe?

“The Digital Panda, a DX agency. They built out cool animated bits on their “what they do” section of their homepage. Instead of having the title of each service and a small paragraph alone, they’re topped with an animation of pandas doing what the services offer — they’re animated descriptions. So I don’t even have to read what they do if I don’t have time; looking at these animations lets me know in a unique way.”
Greg Tessitore


“Wayfair’s app lets you see their furniture in your own space with a 3D camera. It really helped when I redecorated my apartment last year, I had a graph paper floor plan with proper measurements but seeing how the furniture spacing would work in real life was awesome.”
Meredith Golden, Sales Director


“The filtering capability. Being able to drill down into exactly what I’m looking for without having to filter and then do an exhaustive manual search on top of it.”
Joseph Schaefer


“When Google populated my calendar appointments on to Maps.”
Emily Cawse


“Rio2rome.com. I like the functionality and predictability of being able to connect my travel journeys through a variety of transportation options.”
Ebony Hester 

“I didn’t know what size bag to get, but the site offered a great comparison guide.”
Marc Blum


“The Delta app is really clean and easy to use.”
Avi Mash


“Paypal and Apple Pay, because of their rapid loads and mobile checkout capabilities.”
Harold Padilla Villa, Product Experience Manager

Do you know what you want to buy on Black Friday? What sites will you go to?

Adobe Stock, via Estheroon


“I don’t really buy on Black Friday, it’s more of taking advantage of any sale. I’ll be on
Wayfair, seeing if any of the couches go down in price. The couch I want is saved in my cart; it would be nice if they sent an email about this if there is a price drop, to show they’re paying attention.”
Greg Tessitore


“Electronics from Best Buy, because of the name recognition and comfort with the brand.”
Joseph Schaefer


“Yes, luggage. Have been on Monos.com a lot and will buy from them. I really like their UX.”
Marc Blum


“Definitely cleaning supplies or certain types of tech gadgets. Most likely Target and Amazon.”
Allison Choi


“A Lumie sunrise alarm clock — I’ll be checking Amazon of course.”
Emily Cawse


“Yes, for Black Friday, looking to purchase a TV and possibly an instapot. I start my Black Friday shopping with a direct mail piece. Target is now taking over as the big gift guide book since the end of Toy R Us. After that I view the website to gather more details about the Black Friday Preview sales. I’m more looking forward to Cyber Monday for flight deals.”
Ebony Hester


“I’ll probably buy some flights.”
Avi Mash