Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really? correlation.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

Beyond Philosophy

JULY 12, 2016

Going the next step, beyond employee satisfaction, does their engagement profitably drive customer behavior? First, what does employee engagement, which has been around for over twenty years, actually mean? You Also Might Like… Employee Engagement: Putting the Cart Before the Horse?

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

Employee engagement 107

Employee engagement Customer centricity Engineering Customer Experience 107

Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” February 2006. The Value of Customer Experience, Quantified. www.mckinsey.com. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

DECEMBER 20, 2017

Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 171

Employee engagement Customer advocacy Consulting Consulting 171

PeopleMetrics

SEPTEMBER 17, 2015

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

The Petrova Experience

DECEMBER 8, 2022

” Driven by human-centered standards, these companies “ returned 1,026% for investors over ten years ending in June 30, 2006, compared to 122% for the S&P 500.”. That ROI figure firmly places customer experience in the need-to-have, rather than nice-to-have category.

Customer Experience 105

Customer Experience Self service Airlines Technology 105