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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Tag Archives: Employee Engagement

How customer focused are our employees are on any given day?

April 8, 2019

Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engaged customers. …

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4 Reasons Good Employees Lose Their Motivation

April 5, 2019

The employee experience and employee engagement is a huge issue related to the customer experience. Unengaged employees have a direct …

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Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable change.

March 29, 2019

Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable …

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29 data-driven ways to improve employee engagement

January 18, 2019

How much coffee does it take to your team to make it to the end of the day? If cup …

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Do engaged employees, who work with customers, know what kind of things that need to be done to improve the customer experience?

November 20, 2018

Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …

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“Throw yourself into some work you believe in with all your heart, live for it, die for it, and you will find happiness that you had thought could never be yours.” ~Dale Carnegie

June 11, 2018

Being happy at work is important. We know the value of employee engagement. Do we have a mission employees can …

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“…you have to want to be engaged. If the desire isn’t there, no person or book can plant it within you.” –Tim Clark

October 30, 2017

Many years ago (published in 1970)) I read a book “You Really Oughta Wanna” by by Robert F. Mager and Peter Pipe. In short, …

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“Some companies don’t have an engagement problem, they have a hiring problem.” –Bob Kelleher

October 13, 2017

I am a big fan of measuring and improving employee engagement. I have been for decades now. I see what …

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“Engaged employees are in the game for the sake of the game; they believe in the cause of the organization.” –Paul Marciano, Ph.D.

September 25, 2017

Do you believe employee engagement is important? Does it play a role in the top or bottom lines? Employee engagement …

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What is our responsibility to engage employees in the customer experience obsession?

August 8, 2017

It is a leadership responsibility to engage employees in our customer experience obsession. We know it leads to higher levels …

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Employees are more engaged when you ask for their feedback and act upon what they say.

July 24, 2017

There are a couple of things that really create un-engaged employees. The first one isn’t that difficult to do. That …

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Cvent reports that on average, customer retention rates are 18% higher when employees are highly engaged.

May 17, 2017

Highly engaged employees lead to loyal customers. Study after study reveal this simple fact. So … Cvent reports that on …

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“The way your employees feel is the way your customers will feel.” ~Sybil F. Stershic

November 28, 2016

As corporate leaders, we make investment decisions all the time. We have investment formulas that help guide those decisions. All …

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The customer has spoken: Every employee must be socially engaged

August 12, 2016

It doesn’t matter what industry you’re in or what position employees hold in your organizational hierarchy. It doesn’t matter if …

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How engaged employees create engaged customers.

July 25, 2016

Sam Stern at Forrester Research has some great ideas about hiring customer-centric employees. We know how important it is to …

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What are the rules of employee engagement for a great customer experience?

May 24, 2016

More and more, we are beginning to recognize that a key to the customer experience is highly engaged employees. Gallup …

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Trouble with the Curve? Why Microsoft is Ditching Stack Rankings for employee evaluations.

April 6, 2016

Does your company evaluate “on the curve”? It is quite possible they do. You may not even know it if …

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In the world of customer experience, what does the path look like?

March 4, 2016

Customer experience does matter. It isn’t easy to get there but a road-map does exist. Temkin Group’s research shows that companies …

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The Untapped Value of Employee Engagement

March 3, 2016

There is tons of data to show that engaged employees create engaged customers. Consider this about engaged employees: Always try …

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Employee engagement is foundational to donor engagement

March 2, 2016

Employee engagement is foundational to donor engagement. It is highly unlikely that an employee who hates their job or who …

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Why is employee engagement foundational to customer engagement?

February 8, 2016

Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …

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How to make employee engagement a key metric

January 27, 2016

When employee engagement becomes foundational to how you do business as a part of people initiatives, it will become a …

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How to let creative talent figure out how to focus on the customer experience

September 28, 2015

Jordan Cohen, in the Harvard Business Review tells a great story that drives the point home about empowerment. For the …

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​OPM makes new promises to protect hacked employees. How confident are you that they can or will?

July 10, 2015

If you work for the Federal government, this is your worst nightmare. Your social security number is no longer secure …

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How do employees learn how to focus on the customer experience?

March 19, 2015

Learning how to create amazing customer experiences doesn’t happen by magic. You can hire for the competencies in many cases. …

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Does employee satisfaction matter? Is it all about ping pong tables and more time off?

February 16, 2015

There is a distinction between actively engaged employees and satisfied employees. There is a caution to be careful in what …

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Health insurer Anthem hit by massive cybersecurity breach

February 5, 2015

Lurking in our technology systems, many times for months on end, criminals are looking and finding ways to compromise our …

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What does employee engagement mean to the Digital Executive?

October 15, 2014

Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …

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Why creating great employee experiences is important to the customer experience

October 7, 2014

Our people create the experience, whether it is digital or in person. We can’t seperate the employee experience from the …

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Why employee engagement is important — Examples from Doug Conant, former CEO at Campbell Soup

July 14, 2014

Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engage customers. …

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Why we should consider a 4 day work week

July 3, 2014

Are we working too much? What happened to the 40 hour work week? Do you dream for TGIT — Thank …

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Are you keeping score of employee contributions?

May 22, 2014

Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …

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Are you a customer-focused or operations-focused company?

May 12, 2014

There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …

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Are workers who can and do work anywhere (including home) more engaged?

May 1, 2014

I am a remote, or as I prefer to believe, an anywhere worker. I can work anywhere. And I do. …

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Top Posts & Pages

  • “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
    “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
    “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • How will you know when you've arrived?
    How will you know when you've arrived?
  • The elephant in the room is making a mess
    The elephant in the room is making a mess
  • "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter
    "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter

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Agile Agility Change Culture Customer Customer Experience Customer Focus Customer Service Cyber Security Data Digital Digital Business Digital Transformation Donor Donor Experience Employee Engagement Facebook Forrester Research Guest Blog Innovation Leadership Marketing Mobile Nonprofit People Seth Godin Social Media Strategy Technology Transformation

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  • Digital Transformation in 2021 and Beyond
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  • Digitization, Digitalization, Digital Transformation – A Stake in the Ground

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Join 9,473 other followers

Tags

Agile Agility Culture Customer Experience Digital Digital Business Digital Transformation Donor Donor Experience Employee Engagement Facebook Guest Blog Leadership Mobile Nonprofit People Seth Godin Social Media Strategy Transformation

Follow me on Twitter

My Tweets

Top Posts & Pages

  • “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • How will you know when you've arrived?
  • The elephant in the room is making a mess
  • "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter
  • Larry Ellison's Top 10 Rules For Success
  • An “Omni-Channel” Donor approach will make a difference
  • Is hierarchy overrated?
  • A Donor Experience Approach to Strategy, People, Process and Technology
  • Digital Business Transformation is not an optional Strategy. Now is the time for the courage to lead and the wisdom to listen. 

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