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 [...]
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 [...]
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. [...]
"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 [...]
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, [...]
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 [...]
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 [...]
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 [...]
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. [...]
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 [...]