Category: Employee Experience

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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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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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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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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an image showing typed pay equality on a paper

Gender pay gap

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

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