This is the third in a series titled "Customer Experience IS Team Member Experience."
As promised, this week we will look at how to best measure attitudinal and behavioral elements of employee engagement or EE.
While many commercially available employee engagement metrics exist, I am a fan of the Gallup Q12.
Next week, we’ll look at employee engagement outcomes. For now, here are three challenge questions:
Differentiation Strategy: Flying on Segmentation, Experience Design, & Relevant Messaging
Recovering Business Trust: Listen, Admit, Apologize, Fix
High Trust = Happy Employees = Happy Customers = Happy Shareholders = Happy Leaders
Winning Customer Experience – Simple Matters of Trust
CAIO or NO CAIO: Customer Experience Depends Upon Structuring People to Manage Information
Customer Value - Expanding Across the 12 Standard Forms of Value
Customer Experience and Value Add: Make it Personal, Emotional, and Sensory
Customer Experience Creation: Give ’em a Reason to Hire and Keep You
Customer Experience Speaker, Consultant, Author OR…A Robot
Service Delivered: Timeless Change!
Looking Beyond the OBVIOUS: Spotting Customer Experience SUBTLETIES
Once Upon a Time People Assisted One Another…
Transforming Optimism on Transformation
Choosing Where to Invest In Customer Experience Innovation: The Art of Tradeoffs
Out With The Old, In With The New And Not So New: 3 Trends to Consider In Customer Experience Delivery
What are Your UICs? Lessons from American & United Airlines Customer Experience Debacles
A Contrarian View on the United Airlines Customer Nightmare
Letting People Your Customers Care About Know About Brands That Care About Them
Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy
Back with an Apology: Rare Rewards of Service Professionalism
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