Your frontline employees hold the keys to improving your customer experience

brain network people

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks. But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’. Now, ANNs are fascinating and offer so

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The power of social recognition in employee engagement – Interview with Ketti Salemme of TINYpulse

Cheers

Today’s interview is with Ketti Salemme, Senior Communications Manager at TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews. Ketti joins me today to talk about employee engagement, surveys and creative work hacks that drive the development of a great culture and employee satisfaction. This interview follows on from my recent interview – Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice – and is number 211 in the

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Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice

St Louis Cardinals

Today’s interview is with Brian MacNeice, Managing Director, Kotinos Partners & Co-Author of Powerhouse: Insider accounts into the world’s top high-performance organizations. He joins me today to talk about the book, some of the amazing companies that they interviewed in the course of researching the book and what we can learn from them. This interview follows on from my recent interview – The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte – and is

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The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte

Now

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good engages customers,

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Customer experience investments, ROI and business results

Return On Investment

In a 2013 HBR interview, Jeff Bezos said “When things get complicated, we simplify by saying what’s best for the customer? And then we take it as an article of faith if we do that that it’ll work out in the long term.” However, most organisations are not like Amazon. Most organisations don’t do things as ‘articles of faith’. In fact, before they do anything new most organisations work hard to establish what will be the expected business impact of

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Creating a customer obsessed culture and going from NPS -4 to +80 – Interview with Amy Downs of Lifesize

Obsessed

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize’s transformation and what it takes to turn an Net Promoter score (NPS) of – 4 into a score of +80 in roughly 730 days. This interview follows on from my recent interview – Non-obvious trends and what they mean

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The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published the 2017 edition of the Trust Barometer and their results suggest that over the course of the last year there has been an implosion of

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How middle managers can boost employee engagement and customer experience

It’s pretty well understood that having a high level of employee engagement fuels better levels of service, a more engaging customer experience and better business results. Gallup research supports this and shows that firms with a highly engaged workforce experience tend to have: 37% less absenteeism; Between 25% and 65% lower staff turnover, depending on the industry; Up to 41% fewer quality issues; 48% fewer safety incidents; 28% less shrinkage; 10% higher customer ratings; 21% higher productivity; and 22% higher

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How the customer experience vision gap is holding many organisations back

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Doing so will allow organisations to develop an increased ability to deliver better and more sustainable growth, higher RoI and better outcomes for them and their customers. Back in September, I wrote an article called ‘Habituation And

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