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 [...]

3 April, 2017

Interdepartmental Communication and Its Impact on Customers

By |2018-03-21T15:31:21-07:00April 3rd, 2017|Categories: Employee Engagement|Tags: |

Take a moment to think about the various roles within in your organization. What are the primary responsibilities of each individual department? More importantly, is everyone rowing in the same direction (customer-facing role or not) when it comes to working together to do what’s best for your customers? Businesses large and small often struggle with [...]

10 May, 2016

Are Millennials in the Workplace REALLY That Different?

By |2019-06-27T14:03:07-07:00May 10th, 2016|Categories: Employee Engagement|

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. [...]

16 March, 2016

Why Your Company Needs a Voice-of-Employee Program

By |2018-03-21T15:37:31-07:00March 16th, 2016|Categories: Employee Engagement|

"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 [...]

13 January, 2016

To Cultivate Employee Engagement, You Must First Define It

By |2019-06-27T14:03:30-07:00January 13th, 2016|Categories: Employee Engagement|

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, [...]

17 September, 2014

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

By |2018-03-21T15:42:31-07:00September 17th, 2014|Categories: Employee Engagement|

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 [...]

16 October, 2013

Employee Empowerment Supports Customer Satisfaction

By |2018-03-21T15:47:45-07:00October 16th, 2013|Categories: Employee Engagement|

My Experience with an Empowered Employee 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 [...]

18 September, 2013

Five Employee Engagement Tips

By |2018-03-21T15:48:10-07:00September 18th, 2013|Categories: Employee Engagement|

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 [...]

1 August, 2013

Five Considerations When Creating a Vision Statement for Your Employee Engagement Program

By |2018-03-21T15:49:26-07:00August 1st, 2013|Categories: Employee Engagement|

When I sit down with business leaders to discuss their Employee Engagement Program I always begin with identifying the objective for the program. The reason - a clear vision statement is the cornerstone to any Employee Engagement Program. It sums up all values and behaviors within the organization as well as inspires and empowers employees. [...]

23 July, 2013

Don’t Forget to Listen to Your Employees Too

By |2018-06-27T14:04:03-07:00July 23rd, 2013|Categories: Employee Engagement|

A friend of mine recently gave a letter of resignation to his manager. To say his boss was stunned was an understatement. As one of the top performers in the organization, the manager labeled him “low risk”, which made it difficult for her to comprehend his reasons for moving on. So, what happened? My friend [...]