employee engagement

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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Six Rules for Smart Simplicity and Employee Engagement

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

Is this the secret to employee engagement?

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CX Journey™ Musings: Who Are Your Employees Playing For?

Employee passion drives results.

That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.

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CX Journey™ Musings: Providing a Human Experience

Have you ever had an idea that needs a little boost to get to fruition?

Every once in a while, I get some random thoughts and ideas or some things that I question or ponder - and may not necessarily have enough content to write a full post or enough time to develop the concept. I've jotted down a bunch of these thoughts and haven't done anything with them. Time to throw them out into the universe! Introducing CX Journey™ Musings.

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Tell Your Change Story

When you're ready to make or introduce a change in your organization, how do you tell employees about it? Or do you?

Last week, I wrote about some research that McKinsey did on organizational transformations. One of the findings was that communication is key to a successful transformation. (This seems to be a no-brainer, but you'd be surprised.)

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Is Your Company a "Best Employer"?

What does it take to be a "Best Employer" company? And why is that a goal worth setting - and achieving - for your organization?

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Five Ways To Profit From Brand Advocates

As companies strive to improve their customer experience, the desire to do more than satisfy customers is becoming increasingly important. 

But at the same time it is remarkable how few companies have a programme in place to capture the profits of turning someone into a brand advocate. This is an expensive oversight. It leaves companies with the investment for improving their customers’ experiences. But they miss out on the (financial) returns this generates.

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