Category: Employee Experience

Matching world class brands with world class service

Petra Krivinskas, Head of Customer Service Centre Operations for Volkswagen Group UK tells Customer Experience Magazine about her role, and how she ensures her team is the lifeblood of the business. For the past 15 years Petra Krivinskas has been digging...

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Hiring Customer-Ready Employees

In the last two weeks, I have been consulting clients on how they can improve their Customer Experience and hire people who are emotionally intelligent and Customer-ready. Hiring the right people for your position is a priority for most organizations,...

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What’s the point of Incentive Travel?

Can you really achieve true employee engagement, interaction and fulfilment for your employees through Incentive Travel? Does your Incentive Travel organically deliver a natural team bonding experience, which inherently leads to increased productivity, motivation and loyalty? Employees are becoming more demanding. They...

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Happy Staff: The Recipe for Happy Customers

When it comes down to it, employee satisfaction is a cornerstone of good retail. It makes sense from every angle; when customers talk to someone that can represent their brand with a smile and a charming demeanour, that customer has...

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People build success: the most engaged people have the happiest customers

Paul Smedley, Chairman & Founder, Professional Planning Forum People do amazing things when given the space, freedom and tools to do so. This article from the Professional Planning Forum builds on previous research by MacLeod, who identified four primary enablers of...

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Time to shout about your Employee Experience initiatives

How does your business retain reward and retain employees? Would you like to share your case study through the NEW UK Employee Experience Awards 2014? Organised by the operators of the success and established UK Customer Experience Awards, the UK Employee...

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The Answer is LiveOps, now what was the question?

The customer expectations bar continues to rise rapidly along with an increased willingness for consumers to share their feelings when dissatisfied and seek gratification elsewhere. Consequently, businesses need to raise their game and continually evolve their customer experience strategy...

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Employee engagement – how do you measure it? Designing and using an Employee Engagement survey.

One of my closest friends is a teacher, who is absolutely dedicated to the job and loves seeing young people thrive and learn. The school has an excellent academic reputation and a very strong sense of community. However, poor communication...

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The Inseparability of VoE and VoC

You’ll have seen from my previous articles that I’m keen to highlight the close relationship that exists between the Voice of the Employee (VoE) and the Voice of the Customer (VoC). In this article, I really want to demonstrate just...

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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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