20 April, 2020

Don’t lose sight of the Internal Customer Experience

By |2020-04-30T07:49:37-07:00April 20th, 2020|Categories: Employee Engagement|

Are you losing sight of the employee experience? As the stock market takes a tumble, companies are more concerned than ever about closing every deal and capitalizing on every ounce of revenue. This has led many business leaders to focus on what they view as most important: retaining current customers. Therefore, they are examining customer [...]

18 February, 2020

The Best Workplace Perk Is Giving Your Employees a Voice

By |2020-04-30T09:13:58-07:00February 18th, 2020|Categories: Employee Engagement|Tags: |

Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the employment landscape thankfully looks much different. Today, the need for workers far outweighs the number of viable applicants for [...]

22 February, 2019

How to Successfully Adopt Employee Net Promoter Score in Your Organization

By |2020-04-30T10:02:21-07:00February 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 [...]

4 December, 2018

How New Leaders Can Quickly Acquire Important Insights

By |2018-12-11T14:44:08-07:00December 4th, 2018|Categories: Employee Engagement|

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 [...]

18 September, 2018

How to Improve Your Employee Net Promoter Score

By |2018-09-18T15:17:28-07:00September 18th, 2018|Categories: Employee Engagement|

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 [...]

6 August, 2018

How to Improve Interdepartmental Relationships

By |2019-06-27T13:58:31-07:00August 6th, 2018|Categories: Employee Engagement|Tags: |

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 [...]

11 June, 2018

How to Encourage Employees to Deliver Exceptional Customer Experiences

By |2018-06-12T09:26:09-07:00June 11th, 2018|Categories: Employee Engagement|

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 [...]

17 April, 2018

Gathering Customer Feedback Through the Lens of Frontline Employees

By |2019-06-27T14:01:53-07:00April 17th, 2018|Categories: Employee Engagement|Tags: |

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 [...]

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 [...]