Tag 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 (http://bit.ly/oDzXg8) showed that 79% of US employees surveyed say they are loyal employees. Banking employees are the … Continue reading

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Why Your Employees Aren’t Delivering Better Customer Experiences

As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service delivery.  The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, … Continue reading

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What Your Employees Aren’t Telling You

In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, “Many organizations place too much emphasis on top-of-mind channels such as the Web and social media, ignoring hundreds of … Continue reading

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