Category: Employee Experience

Stop guessing, start asking

Have you sussed what makes your team tick? What’s employee engagement got to do with the customer experience you ask? Well, have you ever had a good experience when served by someone who wasn’t engaged? I believe behaviour breeds behaviour. So a...

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Tri- Branding for Customer Experience Magazine

There’s no denying that social media has taken the world by storm. Facebook, LinkedIn, and and Twitter boast millions of users. Social media is a huge engagement, staffing, retention, and increasingly, branding tool. It’s at the foundation of what I call...

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Major job cuts at The Royal Mail

Cost-cutting measures at The Royal Mail mean that 1,600 workers are to lose their jobs. Talks with its unions, Unite and the Communication Workers Union (CWU), are underway. The Royal Mail statement stressed that no frontline staff would be affected, effectively...

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Gender pay gap closing

The pay gap between full-time men and women under 40 has closed to around 1 per cent, new Government analysis has revealed. But the gender gap climbs substantially when part-time workers, who are mostly women, are included. The department for media, culture...

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UK workers have lowest job engagement

A survey of more than 7,000 employees across 20 countries suggests UK employees have some of the lowest engagement with their jobs in the world. The Global Perspectives survey, released by global research firm ORC International, placed the UK 18th out...

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Which Organizations Are Setting the Standard on Employee Engagement?

Julian Richer, founder of Richer Sounds, the largest independent HiFi and TV store in the UK, recently set the bar extremely for C-level suite executives on how to improve employee engagement. He has set up his company in a trust...

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Dish of the Day – Leadership

Please, no, not another article on ‘Employee Engagement’ and how it impacts on ‘Customer Experience’. Absolutely not! I am old enough to remember work before either expression became so common and overused. Anyway… …I came across a man I hadn’t seen for...

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Can you motivate employees by changing your workspace?

Looking around the typical office, what are you likely to see? White walls, tinted windows, nondescript furniture and a slew of laptops, keyboards and monitors are usually the norm. Normally, this is the sort of thing which might not interest...

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The virtuous circle of employee engagement

Employee engagement is not just one of the hottest topics right now (as the economy shows signs of recovery) but one of the most consistent items on the boardroom agenda over the past decade. This should come as no surprise;...

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Why it pays to keep employees happy

After so long in the doldrums, news that the UK economy is growing at its fastest rate since 2007 and that a record number of people are now in work (ONS1) is hugely welcome. A healthy economy normally signals greater...

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Ride the economic wave: think employee motivation

Hallelujah! It’s official – 2013 was the first full year of economic growth since 2006. For many, this is only being felt as a gentle ripple or two, but somewhere on the horizon the big waves are forming and you...

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Top tips for boosting your employee engagement

Sarah Sheffield, Training and Quality Manager at music licensing company PPL, gives us her top tips on employee engagement and how to help drive an efficient customer service. PPL is responsible for licensing the use of recorded music for broadcast,...

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Time to sit up and listen to Employees

By Karine Del Moro, Vice President, Marketing, Confirmit Companies have long been aware of the business benefits of operationalising customer feedback to drive change throughout their organisations. No one doubts the ability of Voice of the Customer (VoC) programmes to improve...

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Employee Engagement – Thinking of your staff as your ‘internal’ customers

We know that businesses have a key focus on their Customer Service, but this focus is very much targeted at external customers. How much better would employee engagement be if businesses applied the same thinking to their ‘internal’ customers .i.e....

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How Big A Difference Do People Make?

Very few in our area of work would ever say that people were a secondary consideration in creating an exceptional (service) experience. Yet how often does that understanding actually translate into reality? Well, that is the question I want to explore in...

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