Category: Employee Experience

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...

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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...

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Apple’s Customer Experience Geniuses: Finding New Ways to Facilitate Empathy?

Apple is considering taking their empathy approach to customer experience to the next level with a patent on an application that would read your facial expression and heart rate before choosing which ad to show you. While certainly a little...

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Employee Morale Does Create Customer Experiences

It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of...

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What Are the Customer Behavior Consequences of Low (and High) Employee Trust in Their Employer?

A recent Wall Street Journal ‘At Work’ column led with this sentence: “U.S. employers have a trust problem.” According to a newly-released report on work and employee well-being research conducted by the American Psychological Association: Only about half of U.S. workers...

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Behavioural elements within people management programmes

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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Using the principles of NLP to ensure your customer experience strategy is understood

The delivery of your customer experience strategy could bear little resemblance to what was intended and its intent diluted, distorted and service delivery potentially dysfunctional. This scenario is an extreme version of what could happen but adopting the principles of...

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Evolving the Consumer’s Experience to Match Expectations

According to Jerry Gregoire, the past CIO of Dell Computers, “the customer experience is the next competitive battleground.” Business are increasingly shifting their strategy to be more customer focused, emphasizing the importance of Customer Experience Management (CEM), the process in...

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Success factors to help SMEs stand out from the crowd

Mazars, a leading specialist in audit, tax and advisory services, has identified a number of interesting insights into the specific actions that SMEs need to take to stand out from the crowd. The study, which covers the period from 2008 through...

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Becoming an Assertive Leader – Managing Conflict

Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour of...

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