New World of Employee Engagement Pt. 2
April 29, 2014 by Jeff Morris in category Employee EngagementRaise your hand if you execute an annual employee engagement survey. Many of you do. We do them for our clients. After all, these types of surveys provide lots of information about your employee engagement. But is it the right information? The analysis available for your employee “engagement scores” can make a Cheesecake Factory menu […]
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April 22, 2014 by Jeff Morris in category Employee EngagementThe Brave New World Of Employee Engagement: The surprising reasons employee engagement may not be working. Employee engagement is often seen as the holy grail of organizational enlightenment. No surprise there. After all, the studies you see publicized paint a grim picture. Take Gallup’s State of the American Workplace study, that points out only 30% of […]
0 0 Read moreAvoid These Customer Experience Shortcuts
April 22, 2014 by Jeff Morris in category CXI’m a blue slope skier. I’m not a bad skier, I just prefer taking my time and soaking in the scenery over shrieking like a chimpanzee on fire as I create a yard sale of ski gear strewn down the slope. Once, while skiing with a good friend (who remains a good friend, even after […]
0 0 Read moreEmployees like Joel can give you quite a reputation.
April 14, 2014 by Jeff Morris in category CX, Employee EngagementWhen you hear the name Nordstrom’s, what comes to mind? Shoes. Clothing. Quality. Yes, but chances are your first thought was great customer service, right? Many of us have heard the Nordstrom’s legends of extreme customer experience. The first one I ever heard was about a man who went into the Nordstrom in Anchorage, Alaska, […]
0 0 Read moreFive Customer Experience Strategies You Can Implement Now.
April 7, 2014 by Jeff Morris in category CXWe believe building a Customer Experience focused organization involves four stages: 1) Culture. 2) Understanding. 3) Design. 4) Training. Every customer experience is individual. For example, on most airline flights, the customer experience for a first-class passenger will differ from those in coach. Two customers in coach may have very different experiences on the same […]
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