Not that it doesn’t matter, because it does. But you can forget the customer experience IF you neglect to take care of the employee experience. Here are several favorite quotes that capture the essence of the employee-customer experience connection. “Paradoxically, to achieve an emotionally connecting customer experience, employees come first, ahead of the customer.” Tom
Workplace engagement is a both a responsibility and choice shared by employees and employers: Employees are responsible for their own engagement in that they choose to show up in their jobs ready, willing, and able to do their best work, and Employers are responsible for choosing to foster an engaging workplace where employees are enabled
“Mission matters. The people behind the mission also matter, and their passion for the mission can never be taken for granted.” [from Share of Mind, Share of Heart: Marketing Tools of Engagement for Nonprofits.] This is why engaging
I found this in my “Smile” file and thought it worth sharing. It goes way beyond engagement (to say the least!) and will make you either laugh or cry – hopefully the former. “I love my job, I love the pay! I love it more and more each day. I love my boss he is
Working on new product/service development or re-positioning an existing offering? Then you can’t afford to ignore what your customers and prospects are thinking. “It’s very easy to think you are the expert on your own product. But in many ways, that’s a myth. The true experts are your customers.” Jamie Wong That’s why you need
Your brand is conveyed in everything you do to communicate and deliver your product/service offerings; i.e., what and how people think about your brand is based on the experiences they have with your business. This story illustrates how a business manager formed her impression of a company’s brand when seeking a new payroll processing firm.
The Reorganization by David Zinger They moved us, yet we were not moved. They changed us, yet we remained the same. Boxes on pyramidal charts yanked off the shelf like Cheerios from a grocery store. They morphed us into a matrix. Duties reassigned as we searched for our coffee mug that failed to move with us.
[Note: I’m pleased to feature this guest post from Alison Davis, founder and CEO of Davis & Company, an award-winning employee communication firm. I previously shared another of Alison’s posts, What Employees Want Most from Internal Communications Channels.] Tired of working hard to get employees the information they need only to find they still don’t understand essential concepts and
New employees are easy to engage given the fair amount of attention they receive at the outset. They’re likely to be welcomed with open arms and treated to meetings with executives who explain the company’s mission, vision and goals; reinforce their value to the company; and introduce them to their respective departments to meet their managers
As we start the new year, I was struck by the following words of the late comedic actor, writer, and producer Harold Ramis. They’re from a speech he gave during a Thanksgiving service at Am Shalom back in 2006, and his message is still relevant today. (Special thanks to Rabbi Steven Stark Lowenstein for his permission to share it here.) “When