Category: Employee Experience

How you can be a family friendly employee

Shared Parental Leave. Flexible Working. Family-friendly. These are all phrases that get said a lot in the workplace but what do they really mean for you as an employer and how do you go about dealing with the changes? ...

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Happy staff make better workers

Employers need to focus on staff wellbeing, according to research commissioned by global office furniture firm Steelcase. A rise in vacancies has enabled workers to be in a better position to call the shots. In such an environment, companies know they...

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Questback working to transform customer and employee experience

A menu of Questback’s feedback solutions are now available to the public sector via G-Cloud 5. G-Cloud allows the public sector to buy cloud-based services off the shelf, avoiding lock-in to expensive contracts with single suppliers, and encouraging cost-effective, innovative solutions....

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Wowcher customers given the ‘wow’ factor

Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year,...

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Where the ‘E’ side meets the ‘C’ side

How the Employee experience at Butlins drives the Customer experience More and more businesses see the correlation between happy, inspired employees and increased profitability. Butlins, bought by Bourne Leisure in 2000, have been committed to utilising the power of the workforce...

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Don't just crunch the numbers- there’s more to customer experience than data…Culture Matters!

It’s the craze everyone is into, in nine out of 10 organisations, senior leadership teams are grappling with the challenge of trying to become more “service orientated” or “customer-centric”. They are embracing the customer agenda to improve profitability and to...

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Take Me To The Cauliflower! – A customer service parable

We have a saying in the office “Take me to the cauliflower” – it wasn’t introduced as a conscious part of our culture but it’s very much alive and I think it’s here to stay! Customer service is a primary focus...

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How Real-time feedback can build real-time staff morale

“Employee Engagement” is a real buzz phrase at the moment as more and more companies begin to see the tangible benefits of ensuring your employees are HAPPY. As we break out of the recession and more jobs become available, it’s up...

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Apple’s Customer Experience Geniuses: Finding New Ways to Facilitate Empathy?

Apple is considering taking their empathy approach to customer experience to the next level with a patent on an application that would read your facial expression and heart rate before choosing which ad to show you. While certainly a little...

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Employee Morale Does Create Customer Experiences

It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of...

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Shared parental leave causes confusion

New research into how businesses feel about the imminent changes in Shared Parental Leave (SPL) reveals that most companies are still confused about their policies and how the changes will affect them when they come into force in April 2015.  A...

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Success factors to help SMEs stand out from the crowd

Mazars, a leading specialist in audit, tax and advisory services, has identified a number of interesting insights into the specific actions that SMEs need to take to stand out from the crowd. The study, which covers the period from 2008 through...

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Pharrell may be happy, but is he engaged?

Singing about happiness is a great thing. The lyrics of Pharrell Williams’ song ‘Happy’ challenge even the most sceptical of us to embrace a lighter mood. The star’s simple approach to the idea of being happy has captured a generation...

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What Are the Customer Behavior Consequences of Low (and High) Employee Trust in Their Employer?

A recent Wall Street Journal ‘At Work’ column led with this sentence: “U.S. employers have a trust problem.” According to a newly-released report on work and employee well-being research conducted by the American Psychological Association: Only about half of U.S. workers...

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Ambassadors or embarrassment?

How your people behave towards your customers has a massive effect on reputation and loyalty. But how do you measure and manage something so emotive? I’ve had two positive experiences as a customer in the past week. Both made me smile;...

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Using the principles of NLP to ensure your customer experience strategy is understood

The delivery of your customer experience strategy could bear little resemblance to what was intended and its intent diluted, distorted and service delivery potentially dysfunctional. This scenario is an extreme version of what could happen but adopting the principles of...

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Evolving the Consumer’s Experience to Match Expectations

According to Jerry Gregoire, the past CIO of Dell Computers, “the customer experience is the next competitive battleground.” Business are increasingly shifting their strategy to be more customer focused, emphasizing the importance of Customer Experience Management (CEM), the process in...

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Carpeo cares

A Swindon based customer care business is celebrating an award win for its dedication to customers and staff.    Carpeo won the Customer and Staff Care award at a glittering ceremony to celebrate the Wiltshire Business Awards. It was praised for its...

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Using Service Design to Keep Your Customers Happy

I’m frequently asked to explain service design. I always say it’s about identifying problems and designing ways to solve them. All businesses want to know how to effectively engage with customers and develop long lasting relationships; service design methods can...

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Companies warned not to let Heartbleed bug affect HR and payroll

High Wycombe, 14th April 2014 – Security experts have advised that the Heartbleed computer bug risks extend beyond just websites and are warning UK SMBs to check that their HR and payroll software is not at risk. Using vulnerable OpenSSL...

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