employees engagement

We Have a Crisis in Leadership

Why is employee engagement at an all-time low? Why is turnover as high as it is? Why are employees constantly looking for better opportunities?

When you think about those questions, combined with what I wrote in my post on Employee Engagement: A Confluence of Passion and Purpose...

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What Do Your Employees Know About Customer Experience?

What do your employees know about customer experience?

I've been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. 

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If Your Employees Don’t Understand Your Brand, How Will Your Customers?

The other day I was meeting with the executive team of a growing retail chain, a prospective client. The conversation turned to the brand tagline and as the Chief Executive Officer began to explain how the tagline came to be, it became clear that no on around the table had ever heard the explanation before.

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Why Training Staff How to Use Social Media Will Help Your Business

The Information Commissioner’s Office in the UK has warned employers not to ask for the Facebook username and log-in details of their staff or of people who apply for jobs. That this even has to be ruled on will come as a surprise to many – I wouldn’t expect to give my employers access to my house, or to my diary or to my holiday photos. But apparently some employers in the UK (but more in the US) have been asking for this data so that they can get an understanding of a candidate before they hire them, or of an employee they have working for them.

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The 70, 20, 10 Model

The 70,20,10 model for learning and development seeks to blend different approaches to into a sum greater than its parts. Powerful learning, the theory goes, is comprised of:

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What Is So Good about Pret A Manger

Recently the Sunday Times had a long article about the company that explained that its 224 British outlets receives a weekly visit from secret shopper, whose job it is to assess the store and its staff.

The shops are scored on criteria such as speed of service, product availability and cleanliness. One task for the mystery guest is to rate the “engagement level” of the server — did they “connect with eye contact, a smile and some polite remarks”?

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When I Grow Up

I guess it's no big surprise that in a (US) survey of over 10,000 young professionals Google came out as the company that most would like to work at. And by some margin, with nearly a quarter of survey respondents selecting them, almost twice as many as picked the second place business, Apple.
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Garden Fresh Practices Fresh Business Principles

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Are All Your Employees Brand Ambassadors?

A few years ago, I was doing an interview for a new book about experiential marketing and I was asked about the importance of brand ambassadors. My response was that while they were certainly very important when you were doing marketing events, the truth is that there shouldn't be a select group of brand ambassadors. Every employee that you hire should be a brand ambassador. I've written about the importance of retail in the past:

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Circumvent a HR Crisis with Employee Brand Engagement

Sometime in the next year or two, I predict U.S. companies will undergo a human resources crisis. As businesses stabilize and people become accustomed to a certain degree of economic uncertainty, a high level of turnover is likely to threaten companies’ recoveries.

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