Employee and Customer Engagement

Best Practices in Employee and Customer Engagement

Employee engagement is about creating an environment where employees know their thoughts and actions and valued. They are trained and educated on a regular basis to maintain their professional development. They are committed to the values and goals of their company and are motivated to do their best each day. What does this have to do with customers? A confident employee makes for a very satisfied customer. Read more below.

Creating a great customer experience for agents AND consumers – an interview with Lisa Hoene, VP of Brand and Marketing Services, Allianz Life

Aiming for the Heart of their CustomersThis is the fourth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy for the coming year. In this article, we catch up with Lisa Hoene, the VP of Brand and Marketing Services for Allianz Life. You can see all of the interviews here:

Lisa Hoene

Overview

Allianz Life Insurance Company of North America (Allianz Life) helps Americans achieve their retirement income and protection goals with a variety of annuities and life insurance products sold through independent financial professionals. As a leading provider of fixed index annuities, Allianz Life is part of Allianz SE, a global leader in the financial services industry. Read more

What Would Fidelity Do? – Leverage Your Customer-Facing Staff

Heart of the Customer's Customer Experience ModelGreat companies base their capabilities off of the knowledge of their customer-facing staff. While they use market research and strategic planning, companies with a consistently great customer experience get that way by creating deliberate processes to learn from their employees.

Leveraging Your Customer-Facing Staff to create Employee-Based Innovation is the last piece of the Customer-Based Capabilities section of the Heart of the Customer model. Citrix, Oracle and Safelite all referenced practices to gather insights from their employees, but Fidelity again provides the best guidance. Read more

Three Steps to Start Your Customer Experience Program

Thumbs UpI’ve worked with a number of companies with great customer experiences, including several I have featured in this blog, ranging from retailers to healthcare companies to manufacturers. During this time I have noticed themes about how companies effectively use their brand values, strategies and missions to create a great customer experience.

Their structures vary and their approaches differ.  But successful customer experience capabilities follow three steps to success. They excel at Customer Intelligence, use this to inform their Customer-Based Capabilities, and sustain all this through a Customer-Focused Culture. Read more

Four Trends Changing the Customer Experience Movement

Our Customer Experience capability is growing!  In the last two months the Customer Experience Professionals Association (CXPA) has added about 300 members, with four new sites hosting local events.  Here in Minneapolis we hosted a great session to discuss Forrester’s Customer Experience Maturity Model, and how members are helping their companies move up the model.

As with any movement, this growth is leading to maturity and change.  Here are four trends I am seeing impact our practice today:

  • Customer Experience is moving beyond just NPS
  • Increasing recognition on the role of employee engagement
  • Customer Journey Mapping 2.0
  • Emerging Comprehension of Customers’ Non-Rational Thinking

Customer Measurement is Moving Beyond Just NPS

The Net Promoter Score (NPS) is still the cornerstone of many customer experience programs.  What is changing is that companies are moving beyond the notion of using just one number, surrounding it with other factors, including satisfaction (yes, it’s still popular for many), loyalty, and the Customer Effort Score.

Read more

Ten Ways to Celebrate Customer Experience Heroes

In my last post I discussed the importance of creating customer experience heroes to reinforce efforts to make your customer experience great.  This follow-up post gives you ten ways to celebrate those customer experience heroes without promoting them. Just to be clear: Promoting a hero is fine if the situation calls for it.  But often promoting your hero takes her away from the role she loves. Use caution before promoting a hero out of the heroic role!

With that, here are ten ideas: Read more

Excerpts from “From People to Profits: The Business Case for Employee Engagement”

Last month I had the opportunity to give the keynote speech at MindSurfFrom People to Profits: The Business Case for Employee Engagement.  This 4-minute video gives some of the highlights.  Read below for more information.

httpv://youtu.be/f6i7ky0mWNM

The description:  Employee Engagement is not just a feel-good program. Companies are seeing significant productivity and profitability gains through building a culture of engaged employees, as reported by Gallup, Towers-Perrin, Hay Group and others. The worst economic downturn in decades left many employees afraid to leave their jobs. Now that the economy is loosening up, experts warn we may see increasing turnover as employees leave for greener pastures. How will you keep your best people? This session will focus on best practices to engage employees, including the ROI of engagement and how you can get started at your company tomorrow.

The Three Keys to Great Employee Engagement:

  1. Point to a clear direction
  2. Develop your coaches
  3. Let your employees find the way

Learn more in, “From People to Profits: The Business Case for Employee Engagement!”  Contact Jim at Heart of the Customer to learn more about how he can help you improve your employee engagement.  Or visit here to see another sample video and more speaker information.

Your Customer Experience Infrastructure is Crumbling

Is this your boss?We are facing a management crisis.  And our customers and employees are paying the price.

The mantra over the last 20 years, but particularly during the Great Recession, has been “Do More with Less.”  Financial pressures have led to gutting anything that doesn’t show a direct return, from business investments to labor in retail stores.  But as documented in my white paper, what looks good for 3 months ends up with long-term consequences.

Management is another casualty.  Reorganizations and management shake-ups are a regular occurrence.  The role of a professional manager who has the time to develop her people is a relic of the past.  And that’s negatively impacting both our employees and our customers.

Read more

Customer Experience begins with a clear strategy

Do you have a clear direction?

Asked differently: If I ask three members of your team to give me your customer experience strategy, will I get the same answer?  If the answer is yes, you have an unusual level of clarity – congratulations!  If not…

Fifteen years ago I was tasked to create a new business practice at ExecuTrain – providing training to IT professionals.  I laid out a clear strategy, telling my team how we were going to be first to market to beat the competition by offering classes that they didn’t yet have.  My team was excited about the opportunity.  That is, until that evening at our all staff meeting.  That’s when our CEO introduced our program to the company and told the staff that our strategy was to be fast followers.  We would let the competition try all the new classes, and we’d follow up with those that were successful.

Clearly, the team was confused.  Which was it?  In this case, they had two different leaders with opposite directions.  Which was correct? It’s like they were in a boat with kids that each tried to go in a different direction.  And we went nowhere fast! Read more

What a Ramen Noodle Shop Can Teach You About Customer Experience

Do you celebrate your best staff?  And do you do it publicly? Here’s a group that serves as a great model.

We always drive to the family cabin in Maine.  This year we stopped by Toronto on our way home, and I let my daughter Becca determine our itinerary for our half-day visit.  Becca has loved travel since the day she was born, so naturally she chose to take us to Chinatown.  As we wandered around we found this fantastic Japanese Ramen restaurant, Ajisen Ramen.  I highly recommend  a visit, as both the food and staff were excellent. But this isn’t a travel or restaurant blog.  What can we learn about customer experience that can apply to call center managers, grocery store leaders, travel agents or other customer experience pros?

What struck me most was Ajisen’s approach to their customer satisfaction survey.  Rather than asking a 5-, 7-, 10- or 11-point rating of satisfaction, loyalty, likelihood to recommend, etc., they do something different. Instead, they ask you to vote for the Best of the Best among their staff.  Check out their questionnaire.  They also promote the program through the poster at the entrance to the restaurant.

Read more

Join Jim at Mindsurf!

I’m pleased to announce that I will be the keynote speaker at this year’s Mindsurf conference.  Join me as we discuss From People to Profits: The Business Case for Employee Engagement.

We will walk through not only the business case, but also three very concrete steps that you can take to improve employee engagement at your organization.  The official description:

Employee Engagement is not just a feel-good program. Companies are seeing significant productivity and profitability gains through building a culture of engaged employees, as reported by Gallup, Towers-Perrin, Hay Group and others. The worst economic downturn in decades left many employees afraid to leave their jobs. Now that the economy is loosening up, experts warn we may see increasing turnover as employees leave for greener pastures. How will you keep your best people? This session will focus on best practices to engage employees, including the ROI of engagement and how you can get started at your company tomorrow.

I hope to see you there!