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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

#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 […]

Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law

Following on from my recent interview, Extreme Trust and why it’s important for your customers and your business – Interview with Martha Rogers and Don Peppers, today I want to share with you an interview that I recently conducted with Karl Chapman CEO of Riverview Law, a new type of law firm and one that […]