About Jonathan Beretta

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So far Jonathan Beretta has created 12 blog entries.
22 February, 2019

How to Successfully Adopt Employee Net Promoter Score in Your Organization

By |2019-02-25T09:38:25-07:00February 22nd, 2019|Categories: Employee Engagement|Tags: |

Lessons Learned from Schindler Elevator Corporation’s eNPS Program When you step into an elevator today, look down. More than likely you are taking a Schindler product every day and don’t even realize it. That’s because the company is one of the leading manufactures of elevators, escalators, and moving walkways. To keep you and I moving [...]

26 February, 2018

How Do You Get Employees to Take a Survey?

By |2018-03-21T15:21:50-07:00February 26th, 2018|Categories: Employee Engagement|

Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the survey process is designed and implemented. This also means it is critically important that your survey achieves a high level of participation to ensure [...]

22 February, 2018

Top Pillars of a Successful Employee Feedback Survey

By |2018-03-21T15:22:01-07:00February 22nd, 2018|Categories: Employee Engagement|

Employee engagement and loyalty are vital to any business’ success. And, these are fast becoming the behaviors that distinguish successful companies from those that fail. But if you’re not capturing employee feedback, be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. That’s because the information gleaned from these programs help [...]

11 December, 2017

Does Emotional Intelligence Affect Employee Engagement?

By |2018-03-22T15:26:04-07:00December 11th, 2017|Categories: Employee Engagement|Tags: |

I grew up reading Gary Larson’s The Far Side comic strip, and find myself using examples of those snippets of life lessons often in my career as a Voice of the Customer / Voice of Employee consultant. One comic that I reference the most depicts a boy pushing as hard as he can against a [...]

24 April, 2017

How to Mature Your Customer-Centric Culture

By |2018-03-21T15:31:04-07:00April 24th, 2017|Categories: Employee Engagement|Tags: |

One of the essential elements for maturing a customer-centric culture within an organization is empowering employees to proactively seek out and address customers’ needs. This makes it critical to develop employee behavior with a customer-centric focus. Doing so will encourage employees to be responsible and accountable for their workplace performance. The story I’m about to [...]

8 August, 2016

Top Five Ways to Distribute Your Online Survey

By |2018-03-21T15:34:09-07:00August 8th, 2016|Categories: Customer Satisfaction|

One of the biggest obstacles to collecting actionable data from online surveys is getting people to actually take it. And one way to boost survey response rates is to ensure you’re reaching as many people as possible by utilizing more than one distribution method. So…how should you distribute your online survey? For employee surveys, you [...]

28 April, 2015

Do Employees Influence Net Promoter Score?

By |2018-03-21T15:40:17-07:00April 28th, 2015|Categories: Net Promoter Score|

3 Best Practices For Promoting a Strong NPS Culture Among Your Employees Many factors influence your organization’s Net Promoter Score® (NPS), such as the ease of doing business with your company, the value customers associate with your products and services, or the degree to which the service experience delivered stands apart from the competition. But [...]

3 June, 2014

Top Ten Common Problems in Designing Effective Survey Questions

By |2018-10-05T13:24:14-07:00June 3rd, 2014|Categories: Customer Satisfaction|

Reflecting back on my legal studies, I often equate survey question development to direct examination and cross examination of witnesses during a trial. Questions in a courtroom cannot be overly prejudicial to either side, so as to force an answer from a witness or prejudice the objective jury. Therefore, it’s not a stretch to [...]

19 February, 2014

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

By |2018-03-21T15:45:49-07:00February 19th, 2014|Categories: Net Promoter Score|Tags: |

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 [...]

4 December, 2013

Five Steps to Complete Before Building a Customer Journey Map

By |2018-03-21T15:47:03-07:00December 4th, 2013|Categories: Customer Experience|Tags: |

Several years ago, I worked with an organization that tried to do everything at warp speed, including building its customer journey map. As result of moving too quickly, the organization failed to educate and prepare its staff for the project. This created a rift inside each department, which slowed the process down and caused the [...]