Employee Engagement

|Employee Engagement

Empathy Is the Most Critical Soft Skill and Has Been for at Least a Century

By |2019-05-14T14:39:58-04:00January 8th, 2019|Categories: Employee Engagement|Tags: , , |

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow your [...]

One Thing that All Successful Employee Engagement Strategies Accomplish

By |2019-05-14T14:26:56-04:00September 27th, 2018|Categories: Employee Engagement|Tags: , , , |

It is all too easy to let best practices spill out into something like a features list on the side of a Windows 95 box. (If you don’t know what I mean, then please watch this short parody, Microsoft Re-designs iPod Packaging for a hilarious reminder of why customer empathy is important at every step of [...]

Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

By |2018-09-17T17:04:42-04:00September 18th, 2018|Categories: Employee Engagement|Tags: , |

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? Which should I apply in my business?” [...]

You want talent, but can you manage it?

By |2018-09-08T15:15:51-04:00September 11th, 2018|Categories: Employee Engagement|Tags: , , , |

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? The difference is staggering. According to a recent Gallup poll, 32% of all quitters leave due to poor career advancement and promotion opportunities. Literally one-third of retention [...]

Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it?

By |2019-03-03T08:14:41-04:00July 31st, 2018|Categories: Employee Engagement|Tags: , , , , |

There is an incredible amount of data corroborating the deep relatedness between customer satisfaction and employee satisfaction. Some of this work focuses specifically on customer-facing employees proving, as reported in Journal of Applied Psychology, that this relationship is indeed reciprocal. Increasing employee satisfaction leads to happier customers, and creating happier customers increases job [...]

The Most Inspirational Employee Value Proposition on the Planet, Dissected

By |2018-07-21T06:47:48-04:00July 24th, 2018|Categories: Employee Engagement|Tags: , , , , |

It is easy to find the definition of Employee Value Proposition (EVP), but it is much more difficult to create one that actually inspires employees. For this reason, strong EVPs are significant differentiators in every market my team has analyzed. Organizations with a strong EVP pay employees less than others and still retain employees 300% longer [...]

Employee Engagement Requires an Authentic Contract with Leadership: Two standout cases in Energy and Insurance

By |2018-07-09T06:17:17-04:00July 9th, 2018|Categories: Employee Engagement|Tags: , , , |

Employees want to feel a sense of commitment to their work. And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two [...]

What Can Customer Experience Take from Holacracy and other Self-Organizing Business Models?

By |2018-11-18T04:22:15-04:00April 26th, 2018|Categories: Employee Engagement|Tags: , , , , |

Self-organizing models of governance, like holacracy, are comprehensive approaches to structuring and running businesses. They replace the top-down hegemonic system most enterprises still use, replacing the traditional schema with a new way of distributing real authority that instills adaptiveness and employee engagement in the fabric of an organization. Leaders have always delegated, but what makes holacracy [...]

Why Customer Experience Training is Important

By |2017-07-16T01:08:59-04:00June 27th, 2017|Categories: CX Strategy, Employee Engagement|Tags: , , , , |

And the scarcity of learning opportunities Customer Experience (CX) as a discipline is relatively new. Believed to have emerged early in the new millennia (based on a literature review and terminology search) Customer Experience is the latest wave of thought on how organizations interact with their customers or clientele base. When taking into account the rapid [...]

The Portillo’s ‘Golden Ticket’: Where customers and associates both win

By |2017-06-28T02:24:49-04:00March 20th, 2017|Categories: Employee Engagement, Experience Design|Tags: , , , , |

Growing up on the South Side of Chicago, I had my choice of numerous hot dog joints and Italian Beef stands to choose from. However, nothing brought me greater joy than when my father would pile us into the car and take us to the Portillo’s in Villa Park, Illinois. Having relocated to Milwaukee, Wisconsin and [...]

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