13
Sep

Strengthening Your Service Culture (Part One)

We are big believers that strengthening your service culture is an important component for a successful customer experience program. That’s why we recently hosted a Leadership Lunch with Phoenix-area business leaders to discuss this very topic. Take a look at your competitors’ websites (maybe even your own). I bet most express their love for customers and … Read More

10
May

Are Millennials in the Workplace REALLY That Different?

Much has been said about Millennials in the workplace, and unfortunately, not much of it is very good. They aren’t motivated, they complain, they aren’t loyal, they feel they should earn more – the stereotypes go on and on. But here’s an alternative theory: maybe Millennials aren’t all that different from the rest of us. … Read More

16
Mar

Why Your Company Needs a Voice-of-Employee Program

“Many companies continue to delay adoption of a Voice-of-Employee program. Why?” From encouraging two-way communication between employees and supervisors to increasing trust and confidence in leadership to uncovering specific actions that can increase retention of key talent, a Voice-of-Employee program can offer many advantages. Furthermore, a Voice-of-Employee program can deliver tangible value for the organization … Read More

13
Jan

To Cultivate Employee Engagement, You Must First Define It

What is Employee Engagement? Research has already established that strong employee engagement is crucial due to its relation to reducing the costs of employee churn, as well as driving strong customer loyalty. The term is commonly referenced, and the mandate to improve “employee engagement” is the call heard around global C-suites. There is often confusion, though, … Read More

6
Aug

Employee Net Promoter Score: How Does Your Company Stack Up?

“What’s our Net Promoter Score®?” Let’s face it, we’ve all been guilty of obsessing over the score and subsequent attempts to find an adequate benchmark by which to compare it. And in the case of Employee Net Promoter Score (eNPS), it is particularly common. However, the NPS Score itself is meant to act as a … Read More

17
Sep

All Aboard! It’s Time to Get Employees on the Customer-Centricity Train.

3 Tips for Cultivating Customer-Centric Behaviors Across the Organization Embracing a customer-first mindset across the organization is certainly a wise business strategy. But building a thriving customer-centric culture doesn’t happen overnight. Who will lead the effort? What are the goals and objectives of this long-term initiative? Does leadership share the same vision? Will employees be … Read More

19
Feb

How Calculating Your Employee Net Promoter Score® Can Help Keep Customers Loyal

Keeping Customers Means Keeping Your Employees Engaged. Over the past few years, there has been a rise in the number of organizations adopting Employee Net Promoter Score® or eNPS as a way to measure and improve employee satisfaction and engagement (we’ve actually blogged about this topic on several different occasions). This is great news as … Read More

16
Oct

Employee Empowerment Supports Customer Satisfaction

Recently, I purchased customized t-shirts online for our team to wear at an upcoming volunteer activity. Unfortunately, when I received the shirts a week later I was disappointed in the quality. So when I received an email from the company asking me to rate my experience I jumped at the chance to share my feedback. … Read More

18
Sep

Five Employee Engagement Tips

Planning A Customer Satisfaction Initiative? Don’t Forget These 5 Employee Engagement Tips. When organizations first look to increase customer satisfaction, many jump immediately to new technology or new tools to increase customer lifetime values and return on investment. In doing so, organizations skip one of the most important steps in the process of improving customer … Read More