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 […]

Advocate assisted commerce improves customer experience and drives business results – Interview with Scott Pulsipher of Needle

Today’s interview is with Scott Pulsipher, President & COO of Needle, a US software firm that is pioneering advocate-assisted commerce. Scott joins me today to talk about what Needle are up to, trust, customer experience and advocate-assisted commerce. This interview follows on from my recent interview: A degree of humility always succeeds in business – […]

Does Michael O’Leary really care about Ryanair’s customers, or is he just being pragmatic?

One of Europe’s leading low-cost airlines, Ryanair, has in recent years received more than it’s fair share of press coverage and attention. Much of this has come as a result of a number of controversial statements from their famously outspoken CEO Michael O’Leary. In the past, he has been known to call customers ‘stupid’ and […]