employee motivation

Memo to HR Dept: 'Are our workplaces suitable for older workers?". Response: No idea.

Aviva has been researching the intentions of older Brits to continue working.

What did they find? More than half (55%) of over-50s workers have concerns around work and its impact on their health as they age, with women (61%) most worried about this.

Aviva calls for more support from employers as only 14% older workers say their workplace culture is positive towards them

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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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Why Be a Great Place to Work?

How does your employee experience rate relative to other companies? 

Would your employees consider the company a great place to work?

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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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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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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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How To Determine What Rewards Matter to Employees

In the field of enterprise innovation, rewards programs are a relatively common component. This is a response to the fact that participating in innovation often comes on top of an employee’s existing duties. Organizations want the cognitive diversity, they want novel ways of addressing needs, but they also need to satisfy customers and keep the lights on. Rewards programs are put in place to provide additional value from participating in the innovation efforts (on top of the intrinsic motivation to help solve a challenge).

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CEM Toolbox: Employee Experience

Have you considered that employees are a tool in your CEM Toolbox?

Continuing my CEM Toolbox series, which follows my CX Framework and builds out tools to facilitate the framework, the next stage is all about focusing on the employee experience.

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Tools to Deliver an Amazing Customer Experience

Do you know what Amazement is?

A couple months ago, Shep Hyken sent me his latest book, Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet. I'm making my way through some great books on my bookshelf, and today I'll share some amazing tools and learnings from Shep's book.

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This Trumps Customer Experience

Is there really anything more important than a great customer experience? 

A few weeks ago, I wrote a guest post forJeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the end of the post, I posed the question: "What trumps a great customer experience? Only one thing. Can you guess?"

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