Category: Employee 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...

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...

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...

Questback working to transform customer and employee experience

A menu of Questback’s feedback solutions are now available to the public sector via G-Cloud 5. G-Cloud allows the public sector to buy cloud-based services off the shelf, avoiding lock-in to expensive contracts with single suppliers, and encouraging cost-effective, innovative solutions....

Wowcher customers given the ‘wow’ factor

Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year,...

Where the ‘E’ side meets the ‘C’ side

How the Employee experience at Butlins drives the Customer experience More and more businesses see the correlation between happy, inspired employees and increased profitability. Butlins, bought by Bourne Leisure in 2000, have been committed to utilising the power of the workforce...

Don't just crunch the numbers- there’s more to customer experience than data…Culture Matters!

It’s the craze everyone is into, in nine out of 10 organisations, senior leadership teams are grappling with the challenge of trying to become more “service orientated” or “customer-centric”. They are embracing the customer agenda to improve profitability and to...

Take Me To The Cauliflower! – A customer service parable

We have a saying in the office “Take me to the cauliflower” – it wasn’t introduced as a conscious part of our culture but it’s very much alive and I think it’s here to stay! Customer service is a primary focus...

How Real-time feedback can build real-time staff morale

“Employee Engagement” is a real buzz phrase at the moment as more and more companies begin to see the tangible benefits of ensuring your employees are HAPPY. As we break out of the recession and more jobs become available, it’s up...