Behavior change is the perfect glue that connects Customer Experience to Employee Experience. Without happy employees, there are no happy customers. It’s a frequently heard phrase that no one disagrees with, but to which little concrete action is taken. Employee Experience is much less in the spotlight than Customer Experience, despite all the research that […]
How Tiny Habits can have a Big Impact Read More »
Of the 5 types, employee experience is still the most overlooked, though I’m glad to say that it’s been gaining attention recently. Before delving into the scope of employee experience, I’d like to share with you a bit more of the underlying context. And that is, that I would like to see organizations becoming more
Employee Experience is just as relevant as customer experience (5 types series – part 3) Read More »
Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s a must read (as far as I’m concerned), even if you only 1% interested in moving toward engaged employees
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement Read More »
Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in 1997 with their Service Profit Chain. So that there is a hype and interest on how to improve
Moving more customers online. Isn’t that what all organizations want? But how do you do so successfully? There are plenty of logical first steps, such as e-mail marketing with information on online, references to online in all communication and outgoing documents, and steering towards DIY solutions on the website instead of immediately picking up the
Successful seduction to online thanks to customer service agents Read More »
Following the munition fired at management in my previous column concerning the value-creating role of customer service, it’s now time to look at the employee results. The results of the first two participants seem to sketch a picture of a homogeneous total set of drivers which play a role (this set of drivers influences 65%
Drivers of employee satisfaction Read More »
