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7 Strategies to help you reduce staff turnover, improve productivity and increase revenue
The term “employee engagement” has been thrown around in countless articles, meetings and strategy sessions, to the point where your employees probably roll their eyes when it is used. Although the term is frequently discussed, many organizations struggle to truly define it and therefore make it impossible to achieve it. To determine a working definition let’s first look at what employee engagement is not:
In our last article we spent time defining what the Customer Experience is and how it is different than branding. In summary, the Customer Experience is all the actions we take to influence a customer’s perception of our organizations. Given that people in all areas of our businesses can positively or negatively affect the experience customers have with our organization, it is sometimes difficult to determine who really “owns” the Customer Experience. Although it is true everyone is responsible for the Customer Experience, as the old saying goes, “if everyone is responsible, no one is responsible.” Given this, we must first look to determine all the areas that help shape this experience; people, product, process and feedback.
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