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

Beyond Philosophy

NOVEMBER 10, 2014

February 2006. Power Report: Customer Switch Auto Insurers Because of Poor Service; However, Savings with New Carrier Often Isn’t Enough to Fully Satisfy.” www.jdpower.com. 24 April 2014. 26 August 2014. < < [link] > “The ‘moment of truth’ in customer service.” www.mckinsey.com. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

PeopleMetrics

MAY 12, 2015

That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. At least, that’s when I first ordered a pair of shoes from them, because wow-free-shipping-it's-2006-what's-an-iPhone.) Zappos even paid employees to quit after training as early as 2008. A Call to Arms.

Employee engagement 106

Employee engagement Customer centricity Engineering Customer Experience 106

Beyond Philosophy

JUNE 4, 2015

Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.

Airlines 360

Airlines Marketing Enterprise Advertising 360

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 170

Employee engagement Customer advocacy Consulting Consulting 170

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. In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” And your rational mind?

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120