Category: Employee Experience

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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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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Government funds a Balfour Beatty academy

Balfour Beatty, the international infrastructure group, is to set up a national UK training academy following the award of £4.4 million of funding through the Government’s Employer Ownership of Skills pilot scheme.   Balfour Beatty will more than match the funding, through...

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Gaining business value by combining employee and customer satisfaction

Last month, I looked at the relationship between keeping employees engaged and profitable business growth. I explained that employee engagement was just one part of a wider, cohesive strategy to boost business performance, generate customer loyalty and drive growth. One of...

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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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Why Do Satisfied Customers Leave?

This is a constant question, and there are any number of different views, so I thought I would share mine. First let me say I do recognise that, thankfully, in many cases companies are moving on from blunt satisfaction ratings, but...

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Rise of the mumpreneur

New research from Direct Line for Business (DL4B) reveals that nearly two thirds of mums (65%) with children under the age of ten are considering starting a business from home in the next three years. One in five mums with...

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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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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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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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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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