Category: Employee Experience

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...

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...

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...

Six things to consider when assessing employee requests for flexible working

SUMMARY: New UK Flexible Working Regulations and Part 9 of the Children and Families Act 2014 came into force in June. As an employer, are you treating flexible working requests in a reasonable manner? On June 30th 2014, new UK Flexible...

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...

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,...

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...

Going beyond the call of duty

For a company like ours customer service is the very backbone of what we do. If we don’t treat our customers well, they’ll find someone who will. It is made clear to all members of staff that the customer experience...

NHS Staff Friends and Family Test

Customer feedback seems to have been top of many company agendas for a long time now. Not a day goes by without getting asked for views on service, product environment, price and so on. But while customer views are vital the...

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...