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 [...]
It’s been said that “the beginning is the most important part of the work.” Whether you have just taken the next step in your professional career at your existing company or have transitioned into a new organization, when you land a new leadership position, the same notion holds true. In a new role, you have [...]
Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask? A measurement tool like Employee Net Promoter Score (eNPS) is a simple yet informative way to measure and improve employee loyalty and engagement. What’s more, insights the survey uncovers can [...]
Every organization seeks to provide an exceptional customer experience, understanding its obvious importance in fostering loyalty and driving retention. Companies like Amazon epitomize this mentality as Jeff Bezos notes: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of [...]
Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives. We go more into the topic in this [...]
When it comes to delivering exceptional customer service experiences, frontline employees play a critical role. But this group can also play a vital role in your Voice of the Customer program. As a former frontline facing employee, I’d like to share a story about a time I worked for an office furniture company. In my [...]
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 [...]
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 [...]
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 [...]
When was the last time your organization came together to volunteer? According to the Bureau of Labor Statistics, 63 million people volunteered through or for an organization between September 2014 and 2015. This is encouraging, but it also indicates there are plenty of companies missing out on the benefits of employee volunteer programs. At Satrix [...]
