Blog

  • The Purpose Advantage | Creating a connection with employees + customers

    Charles Cornwell | Nov 5, 2019
    We sat down with author Jeff Fromm of Barkley to talk about his latest project, The Purpose Advantage, and what brands can do to create a connection with customers and more meaningful experiences for employees.
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  • How Gen Z employees will impact the future of engagement

    Charles Cornwell | Sep 12, 2019
    You’ve read enough articles in recent years to know what millennials want out of a job. But there’s a new demographic in town, and they’re quickly entering the job market.
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  • Two-way street: Employee engagement impacts the customer experience journey

    Charles Cornwell | Aug 22, 2019
    A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members.
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  • Drive employee recognition with these cost-effective best practices

    Nick de Souza | Jul 11, 2019
    With the national unemployment rate down, the job market has become competitive in a different way. It’s now corporations that are vying for quality employees and having to work harder to draw in and retain talented associates.
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  • 3 things to know about third-party delivery + employee turnover

    Nick de Souza | Jul 1, 2019
    We’ve recently posted about the impact third-party delivery is having on brand reputation and business outcomes. Another layer to this disruption is its effect on restaurant industry employees.
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  • Who has the biggest impact on front-line employee engagement?

    Todd Leach | May 1, 2019
    If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is.
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  • Forum 2019 | Innovate with purpose

    Shad Foos | Mar 19, 2019
    In today’s dynamic marketplace, innovation is paramount to your brand’s success. One can’t simply run on autopilot and believe what works today will hold up tomorrow. But it’s not just a matter of changing for the sake of change—to remain relevant and gain competitive ground, your brand must evolve.
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  • Employee engagement impacts much more than the workforce

    Todd Leach | Jan 31, 2019
    “Experience-driven businesses (EDBs) have happier employees and superior performance across the customer lifecycle”—at least that’s what the most recent Forrester report, The Business Impact of Investing in Experiences, reveals.
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  • Alleviate stress through financial wellness

    Rachel Briggeman | Jan 18, 2019
    Health isn’t strictly defined by your BMI or how fast you can run a mile—it’s just as much about mental wellness as it is physical fitness. That’s why we take a holistic approach when it comes to our employees’ health.
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  • Change for the better: 3 ways to implement effective testing

    Andy Fromm | Jan 3, 2019
    It’s the first week of a new year—the perfect time to reflect on last year’s challenges and successes, and to look forward to what is to come in 2019. While everyone makes a pledge to hit the gym, eat healthier, and save money this month, I challenge you to make a different kind of New Year’s resolution—renew your curiosity.
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  • Bridge generational gaps to optimize workforce management strategies

    User Not Found | Oct 23, 2018
    As a manager, your job is to provide a healthy, motivating, and productive environment for each of your employees. But when you consider the diversity in personalities, motivators, and working styles, developing an effective management strategy can seem like a daunting task.
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  • Employee recognition: A little can go a long way

    Mary Widmer | Sep 28, 2018
    It may seem simple—when someone does a good job, it should be acknowledged. Maybe it’s something small, like a note of gratitude from a manager. Or perhaps it merits a larger reward, like a bonus or promotion. But a recent Gallup poll revealed most employees feel their hard work is often overlooked.
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  • Making the connection: Employee engagement and CX go hand-in-hand

    User Not Found | Sep 27, 2018
    Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture.
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  • Protect your brand: Establish trust with employees

    User Not Found | Jul 19, 2018
    Employee engagement has many advantages: decreased turnover, better customer service, an increase in sales performance. But an often overlooked benefit to having more engaged employees is the decrease in employee theft. It’s an unpleasant thing for any employer to think about, but the reality is it happens and it needs to be addressed. But before you jump in and make any rash decisions, take a step back and ask yourself one question: Have I done what I can to foster loyalty within my employees?
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  • Bet your bottom dollar—low turnover is good for business

    Paul Tiedt | Jul 10, 2018
    Good news for the economy: unemployment is down. Bad news for companies: turnover is up. Many individuals in the workforce now have the luxury of being particular about what jobs they take (and keep), prompting more competition in labor. This is especially true for the more qualified, high-quality employees—the ones you’re hoping to have on your team for a long time.
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  • Employee survey frequency: Quality over quantity

    User Not Found | Jun 7, 2018
    There is a lot of buzz today regarding continuous employee surveys and how they provide the answer to better engaging employees in the workplace. Today’s technology allows us to connect with employees more easily and provokes some to conclude that “if we can, we should” when it comes to frequent surveying.
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  • Successful managers influence behavior every day

    User Not Found | May 1, 2018
    Your employees are counting on you to lead with consistency. Management/leadership isn’t a role where you can pick and choose which days you feel like being good at your job. A truly strong leader is one who is dependable—who creates clarity, serves, and invests in their employees and team members—every day.
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  • Don’t overlook the value of investing in your team members

    User Not Found | Mar 29, 2018
    Many understand the importance of financial investments and take steps to ensure a more secured future. They contribute to 401Ks, build up their savings accounts, establish college funds for their children, etc. Some even hire professional advisors to oversee their investment strategy. Where people put their hard-earned money is one of the most important decisions they can make and is often done with a detailed game plan in place.
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  • Break down company walls for team unity + brand strength

    Nichole Wright | Mar 6, 2018
    When it comes to customer experience (CX) measurement, it’s important each team member—from IT and HR to leadership and the field—has individual goals and a feeling of self-accountability. But it’s just as important for a person to integrate those specific roles and personal expectations into the big picture and know how they affect the company as a whole. Specific programs and initiatives are often delegated to a certain department and can send a “not my problem” message to individuals not directly involved. The goal should be to unify the team and demonstrate a “stronger together” mentality by showing everyone’s responsibility.
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  • Engagement + performance increase with service-oriented leadership

    User Not Found | Feb 27, 2018
    Every manager hopes to have hard-working, passionate employees who go above and beyond expectations. That’s the dream, right? Engaged associates make a manager’s job much easier. But simply closing your eyes and making a wish for dedicated team members doesn’t cut it. Good managers know they have to actively foster clear performance expectations, step up when it matters most, work toward positive relationships with employees, and be consistent in their leadership approach. Or another way to look at it: managers who go all in get employees who go all in.
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Customer Experience Update