Five Signs That Your Employee Experience is Toxic
In a podcast earlier this year Freakonomics Radio, hosted by economist and author Stephen J. Dubner, asked listeners for their thoughts on workplace morale. Software engineer, Damon Beaven, whose work has taken him inside a variety of different organizations, introduced Freakonomics to the “Dilbert Index.” “I look for the number of Dilbert comics,” says Beaven, “and that seems to be inversely proportional to the level…
Why Does Customer Engagement Matter?
In our Most Engaged Customers study we found that retailers who increased Customer Engagement by at least five points exhibited 56% cumulative share price appreciation. Without a doubt, Engaged customers have a credible impact on positive business results. Customer Engagement is the outcome of an exceptional, differentiated customer experience. Companies that design and deliver better customer experiences have more engaged customers. To be clear, engaged…
Outsourcing Inspiration: How Customer Feedback Creates Meaning at Work
Ever since James Heskitt’s seminal work published in the Harvard Business Review in 1994 entitled Putting the Service-Profit-Chain to Work, people have widely accepted the linear relationship that exists between satisfied employees, loyal customers and business results. The theory goes: happy employees make happy customers which make happy shareholders. A wealth of data has been published since the early 1990s by PeopleMetrics and others that…