Customer experience leaders: When was the last time you went to the gemba?

Gemba

Have you ever heard of the expression: ‘Going to the gemba’ ? It originates from Taiichi Ohno, father of the Toyota Production System, and suggests that managers should regularly go to the place where ‘value is created’ to both learn and look for ways to improve how things are done. Now, gemba is a Japanese word and means “the real place” i.e. the place where things actually happen. For example, TV reporters talk about ‘reporting from the gemba’ whilst police

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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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Customer experience: Who’s in charge here?

Imagine a scenario where you walk into a room, an office or a business and see a hive of activity. You are keen to resolve a customer experience problem or have a question answered so you ask: “Who’s in charge here?” One person steps forward, raises their hand, identifies themselves as the CEO and says “I am.” However, many of the group that are standing behind her shake their heads and either point to themselves, or various other colleagues, to

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Employee engagement is like rolling a snowball uphill – Interview with Peter A. Hunter

Today’s interview is with Peter A. Hunter, an author and leading authority on employee engagement. Following an exchange on the Engage For Success LinkedIn group, I arranged to have a chat with Peter about his thoughts on employee engagement and his new book: The Problem With Management – and How to Solve It. This interview follows on from my recent interview: Learning from the university of the customer and the co-worker – Interview with Kevin Kelly – and is number

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Systems thinking, customer service and unlearning the way we do things – Interview with John Seddon of Vanguard

Back in November, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva. I met Rob at an event run by John Seddon and Vanguard Consulting. John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us. This interview makes up number forty-two in the series of interviews with

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Employee engagement and happier customers: Is it as simple as saying ‘Well done!”

In mid-August, Globoforce released the results of its first UK Workforce Mood Tracker survey, which aims to provide an insight into the mood of the UK workforce, including their attitudes and perspectives on employee engagement, recognition, and reward. According to the survey, 64 percent of UK workers would leave their job for a company that clearly recognised their contribution and 90 percent said employee recognition motivates them to do a better job. The survey went on to find that 86

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Manage your team without turning into Bill Lumbergh

Note: This is a guest post whilst I am away getting some fresh air in The Highlands. Back next week. At one point or another, we have all worked for a Bill Lumbergh. The character, immortalized in Mike Judge’s film Office Space, is the epitome of the soulless, droning, irritating manager whose choice in shirts is every bit as maddening as his ability to magically appear at the most inconvenient moments of the workday. Some of us may have even

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#PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason

Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with Kevin Kruse, today I’m very excited to share with you an interview that I recently conducted with Frank Eliason, the father of social service or customer service on social media, about his new book. This interview makes up number twenty-five in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in

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