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% between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years. Employee Engagement Reaches Three-Year High.”

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Employee engagement Consulting Consulting Customer advocacy 261

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Its foundation of employee satisfaction is built on shifting sand. What’s true for customer attitudes relative to behavior can also be applied to employees. Employee Engagement: The Domino Effect on Customers.

Employee engagement 170

Employee engagement Metrics Consulting Consulting 170

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. February 2006. For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

Customer Experience 411

Customer Experience Consulting Consulting Customer emotions 411

Russel Lolacher

JULY 26, 2022

But first, I want to I want to sort of tap into your experience personally, when it comes to the employee experience and workplace culture. What’s your best or worst one or the other sir, employee experience you’ve had? From an employee point of view.

Employee engagement 94

Employee engagement Consulting Consulting Morale 94

Beyond Philosophy

JUNE 4, 2015

As they stated, right up front (Chapter 1, page 4): “What we call a humanistic company is run in such a way that its stakeholders—customers, employees, suppliers, business partners, society, and many investors—develop an emotional connection with it, an affectionate regard not unlike the way many people feel about their favorite sports teams. Also, how much influence do your employees have on customer value perceptions and loyalty behavior through their day-to-day interactions?

Consulting 360

Consulting Consulting Customer emotions Employee engagement 360

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. You don’t want to engage the emotional elephant only to enrage it. When a customer or employee offers constructive feedback or taps into their emotional core, they’re opening their heart. In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.”

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Customer Experience Construction Employee engagement Metrics 120

Beyond Philosophy

DECEMBER 20, 2017

One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers. HR execs and consultants would say that what is needed is a higher level of employee engagement.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Noble Systems

FEBRUARY 24, 2019

The concept of gamifying customer service isn’t new; organizations have always incentivized employees with record-focused goal setting and friendly competitions as motivation. Things like points, leaderboards, completion achievements can also make employees feel like their contributions are being recognized, a significant driver of employee engagement and satisfaction. With gamification, the company has transformed its culture into an employee-centric environment.

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Gamification Contact Center Customer Service Employee engagement 66

Livepro

JULY 17, 2018

Topic: ‘Engaging the team on the Balanced Score Card through Gamification’. Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards.

Transportation 40

Transportation Government Multichannel Gamification 40