INDUSTRY INSIGHTS YOUR PEERS ARE READING
“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Source: A Caterpillar Dealer Unearths Employee Engagement, Gallup Business Journal. MORE
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Customer-Centric Culture customer-centricity employee engagement MORE
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. MORE
We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. Also, check out our Employee Engagement Resource Page. Customer experience Employee Engagement Infographic MORE
In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity. MORE
We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX). Benchmarks Corporate culture Customer experience CX measurement Employee Engagement Temkin Group Research Trends analytics customer analytics MORE
Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. MORE
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged. MORE
In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity. MORE
The results of our 2018 State of Play Employee Engagement study are in and from our research into the experience for 6,000 employees around the world, one thing is clear — personal relationships are one of the key factors that impact the experience. MORE
There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement. MORE
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement MORE
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. MORE
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas. MORE
This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […]. MORE
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. MORE
Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so. What do I mean by the ‘right employees’? MORE
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. MORE
Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years. MORE
Employee Engagement Customer ExperienceWith consumer expectations continuing to rise, businesses have never been more focused on the experiences they're delivering. MORE
The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon. Customer Experience employee engagementI’ve started to record videos answering questions that I receive via Twitter, email or via my website. MORE
The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. So, how do you keep employees’ motivation levels high? Employee Experience employee engagemen MORE
What would Maslow have to say about employee engagement? Or would he reconstitute his hierarchy to apply to engagement so that the bottom of the pyramid might represent survival. Employee Engagement Gallup Hierarchy MaslowWould he say self-actualization is a noble but unattainable pipe dream? MORE
Filed under: Customer experience. Customer experience MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts. MORE
Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Yet, as engagement is historically considered a “softer” area of focus in organizations, other business leaders still wonder: how much of an impact does it really have on performance and results? Defining Employee Engagement. MORE
Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees MORE
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. employees. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research TrendsThis is the fifth year that we’ve published the benchmark of U.S. MORE
Here’s something that every manager needs to know: You can’t improve your organization’s performance without strong employee engagement. The post How Employee Engagement Affects Performance appeared first on HappyOrNot. MORE
This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. Continued interest in applying internal marketing to engage employees is more than a matter of economic recovery; it’s an international business strategy. MORE
We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […]. MORE
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged. MORE
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. employees. Take a look at our Employee Engagement Resource Page). Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture Customer experience Employee Engagement Temkin Group Research TrendsThis is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016. MORE
Why should you care about Employee Engagement? Take a look… Video Script: Did you know that engaged employees are really, really valuable? The post The Employee Engagement Virtuous Cycle (Video) appeared first on Customer Experience Matters®. MORE
One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicYou can download the infographic (or poster) below. I hope you enjoy it. MORE
How much more engaged would your team be if you led them by providing better feedback? Employee Engagement Leadership Autonomy Half-empty Half-full Near-miss NPSWhat happens when you fail to feed your teams’ soul? This post shows how the right kind of feedback can improve your business. MORE
Filed under: Customer experience. Customer experience MORE
Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership. MORE
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement MORE
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement? MORE
Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. MORE
Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. Best practices are not sufficient for successful engagement; however, we do find common components that drive engagement initiatives. Employee Surveys. MORE
Employee Engagement Related Topics 
Experience Matters
JUNE 28, 2018
Why should you care about Employee Engagement? Take a look… Video Script: Did you know that engaged employees are really, really valuable? The post The Employee Engagement Virtuous Cycle (Video) appeared first on Customer Experience Matters®.
Experience Matters
SEPTEMBER 8, 2016
One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicYou can download the infographic (or poster) below. I hope you enjoy it.
Experience Matters
NOVEMBER 17, 2014
Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent.
CloudCherry
MARCH 30, 2018
The equation is quite simple: Happy Employees result in Happy Customers. And the renowned customer-centric brands are first and foremost known for taking care of their employees. So, how do you keep employees’ motivation levels high? Employee Experience employee engagemen
Experience Matters
SEPTEMBER 15, 2014
We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. Also, check out our Employee Engagement Resource Page. Customer experience Employee Engagement Infographic
Experience Matters
MAY 24, 2017
This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].
Experience Matters
NOVEMBER 2, 2016
In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity.
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CX University
SEPTEMBER 18, 2018
There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. So my team and I embarked on a mission to exhume the real nuts and bolts of engagement.
360Connext
SEPTEMBER 28, 2016
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.
Experience Matters
JULY 28, 2015
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts.
Experience Matters
APRIL 20, 2017
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement
Experience Matters
FEBRUARY 26, 2018
Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017.
Experience Matters
FEBRUARY 17, 2015
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S.
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Experience Matters
JUNE 28, 2017
As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement
ClearAction
DECEMBER 16, 2017
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.
Experience Matters
JUNE 5, 2017
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.
Experience Matters
NOVEMBER 2, 2016
In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity.
Experience Matters
MARCH 29, 2017
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2017. employees. Take a look at our Employee Engagement Resource Page). Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture Customer experience Employee Engagement Temkin Group Research TrendsThis is the sixth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2016.
Experience Matters
JULY 6, 2016
We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].
Experience Matters
FEBRUARY 16, 2016
We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. employees. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research TrendsThis is the fifth year that we’ve published the benchmark of U.S.
ClearAction
DECEMBER 12, 2017
Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Customer-Centric Culture customer-centricity employee engagement
ijgolding
JANUARY 28, 2018
Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so. What do I mean by the ‘right employees’?
MaritzCX
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged.
360Connext
JANUARY 27, 2017
Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees.
Rant And Rave
JUNE 25, 2018
Employee Engagement Customer ExperienceWith consumer expectations continuing to rise, businesses have never been more focused on the experiences they're delivering.
Wired and Dangerous
OCTOBER 30, 2014
This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. Continued interest in applying internal marketing to engage employees is more than a matter of economic recovery; it’s an international business strategy.
Michelli Experience
JANUARY 19, 2018
Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Yet, as engagement is historically considered a “softer” area of focus in organizations, other business leaders still wonder: how much of an impact does it really have on performance and results? Defining Employee Engagement.
Michel Falcon Experience
OCTOBER 3, 2016
The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon. Customer Experience employee engagementI’ve started to record videos answering questions that I receive via Twitter, email or via my website.
Experience Matters
FEBRUARY 10, 2016
We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX). Benchmarks Corporate culture Customer experience CX measurement Employee Engagement Temkin Group Research Trends analytics customer analytics
CX Journey
JULY 13, 2017
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement?
Experience Matters
JANUARY 9, 2017
Filed under: Customer experience. Customer experience
CX University
SEPTEMBER 27, 2018
Suffice it to say, we do NOT want our employee engagement initiatives to look like Microsoft packaging did in the 90s. Best practices are not sufficient for successful engagement; however, we do find common components that drive engagement initiatives. Employee Surveys.
MaritzCX
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.
MaritzCX
JUNE 23, 2017
The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.
CX Journey
JULY 21, 2015
Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership.
Customer Guru
MAY 22, 2018
“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Source: A Caterpillar Dealer Unearths Employee Engagement, Gallup Business Journal.
IntouchInsight
JULY 5, 2018
Cameron Watt, President and CEO at Intouch Insight discusses how we can use technology to engage and leverage frontline employees
Happy or Not
JUNE 13, 2018
Here’s something that every manager needs to know: You can’t improve your organization’s performance without strong employee engagement. The post How Employee Engagement Affects Performance appeared first on HappyOrNot.
MaritzCX
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged.
Experience Matters
JANUARY 9, 2017
Filed under: Customer experience. Customer experience
Qualtrics
DECEMBER 4, 2018
The results of our 2018 State of Play Employee Engagement study are in and from our research into the experience for 6,000 employees around the world, one thing is clear — personal relationships are one of the key factors that impact the experience.
Andrew Mcfarland
JULY 24, 2018
How much more engaged would your team be if you led them by providing better feedback? Employee Engagement Leadership Autonomy Half-empty Half-full Near-miss NPSWhat happens when you fail to feed your teams’ soul? This post shows how the right kind of feedback can improve your business.
Andrew Mcfarland
SEPTEMBER 19, 2017
What would Maslow have to say about employee engagement? Or would he reconstitute his hierarchy to apply to engagement so that the bottom of the pyramid might represent survival. Employee Engagement Gallup Hierarchy MaslowWould he say self-actualization is a noble but unattainable pipe dream?
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