Category Archives: Employee Experience

Silos, Sticks and Carrots

Published on LinkedIn January 21, 2017 How many times have you heard the word “silos” at work? As in, “They’re in their own silo,” or “This company has too many silos.” If that’s a common term, mostly likely your company has … Continue reading

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Ladies and Gentlemen Serving Ladies and Gentlemen

During Labor Day week , my husband and I enjoyed the Ritz Carlton’s strong service model. All guests, no matter how greasy and sandy from the beach, are treated as ladies and gentlemen. Associates, who are encouraged to think of … Continue reading

Posted in Customer Experience, Customer Loyalty, Employee Experience, Uncategorized | Tagged , , | Leave a comment

Why Your Employees are Jumping Ship

Let’s continue our “employee series” with a discussion of the impact of employee satisfaction on customer experience. The research I directed last year ( showed that 79% of US employees surveyed say they are loyal employees. Banking employees are the … Continue reading

Posted in Customer Experience, Customer Experience Research, Employee Experience | Tagged , , , | 1 Comment