Want to Deliver a Great Customer Experience? Don’t Throw Your Employees Under the Bus

Want a great customer service experience? Start with the Employee Experience. In the case of Wells Fargo, employees felt the need to stiff customers. Why? Because in order to hit bank-dictated performance targets, they had to achieve goals around numbers of new accounts opened. But here comes the catch. Wrong or right, employees felt they needed to do anything they could, including lie or cheat, to meet these targets. Even if it meant defrauding the customer…. Read More»

negative culture

How to Avoid Creating a Negative Culture of Cynicism and Sabotage

It’s no surprise that when senior executives perceive employee apathy and read that three-quarters of their people are looking for new jobs, despite $700 million spent on engagement, they become cynics. Some may even begin to suspect that employees claim to be disengaged just so they can get new perks, but, as we’ve said, engagement works. The key to success is knowing what engagement is, how it differs from satisfaction, and how to cultivate it on an organization-wide scale. Let’s take a look at the first two issues…. Read More»

Yellow adhesive note on blue desk with "I love my job" words and and notebook.

Employee Engagement versus Satisfaction. What is the Difference? INFOGRAPHIC

Are your employees satisfied? Are they engaged? Wait, isn’t it the same thing? Now I’m confused. In this fun infographic we compare the key differences between employee engagement vs. employee satisfaction and you can look for in employees to better your organization’s workforce. Match the satisfaction cards on the infographic with the coinciding engagement cards. […] Read more… Read More»

Employee Engagement Myths and Facts – Infographic

Employee engagement seems to be top of mind these days, and with such an important topic affecting the bottom line of almost every organization, it’s crucial to understand the facts and myths surrounding employee engagement. Most organizations don’t understand engagement, so how are they going create it? One of the biggest misunderstandings is that engagement […] Read more… Read More»

  • There’s a more human way to do business.

    In the Social Age, it’s how we engage with customers, collaborators and strategic partners that matters; it’s how we create workplace optimism that sets us apart; it’s how we recruit, retain (and repel) employees that becomes our differentiator. This isn’t a “people first, profits second” movement, but a “profits as a direct result of putting people first” movement.

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