employee engagement

Employee brand engagement

If you are like most business leaders around the world, you probably want to improve your employee engagement — for good reason.

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Are You a Human or a Robot?

What really happens to humans when they walk into their offices or places of employment?

A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally-challenged employees, instead.

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The Business Case for a Great Employee Experience

Have you put the spotlight on the employee experience at your company?

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Employee Engagement Drives Customer Engagement

It seems obvious:  employee engagement drives customer engagement. If you treat your employees well, they’re more likely to create great customer experiences. But while this truth may be obvious, how to achieve it may not be. How do you engage your employees? What does excellent employee engagement look like? I found a lot of helpful answers to these questions in my readings this past month.

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The Key to Successful Customer Centricity

Guest Post by Paul Aas, Loyalty Group

Research and real life cases show there's a correlation between how engaged the staff are and how satisfied, committed and loyal customers are:

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How to Breed Customer Experience by Creating a Successful Company Culture

Guest Post by: Paul Aas, Loyalty Group 

How does a company practice powerful and compelling brand cultures that breed loyalty, performance, differentiation and sustainability

Culture brings people together and allows them in collaboration to manage the challenges of business, and puts the right Customer Strategy into practice.

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State Of CX 2015 – Nunwood’s UK Analysis: What Are the Key ‘Findings’ (Part 1)

It’s the time of the year where I share my take on the latest CX research published by unwood. Worth pointing out that Nunwood has been acquired by KPMG so is now KPMG-Nunwood. Back to the research titled: A New Era of Experience Branding. You can download this by going to the KPMG-Nunwood website.

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Treat Employees Better Than Customers

I originally wrote today's post for Intradiem. It appeared on their blog on March 19, 2015. 

"Treat employees better than customers."

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CX Journey™ Musings: Guiding Principles

Does your company have a clearly defined set of guiding principles?

On the heels of the Amazon "exposé," I thought I'd tackle a slightly different angle of the story. I'm not going to weigh in on what's happening there - I don't work there, so I have no idea. Besides, there are always three sides to every story: yours, mine, and the truth, right? 

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Customer Experience Through the Eyes of the Frontline Retail Employee

Perspective. If we are to improve the performance of human worlds (couple, family, neighbourhood, team, department, business, nation…) perspective taking is essential. 

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