November 17th, 2009
In his bestselling book E-myth Mastery, business writer Michael E. Gerber highlights five essential qualities for entrepreneurial success: Read the rest of this entry »
Tags: communication, employee communication, executives, Internal communications, Lateral communication, managers
Posted in Online communication, employee feedback, methodology | 2 Comments »
November 11th, 2009
Resilience is a crucial characteristic in this unpredictable world. Trees survive terrible storms if they can bend in the wind. Species who cannot adapt to new conditions die out. The natural world’s proclivity toward flexibility is also rewarded in humans. Thomas Edison once said, “I have not failed. I’ve just found 10,000 ways that won’t work.” Eventually, resilient individuals can achieve success, sometimes after hundreds of attempts at their dream. At its core, resilience is the spark of determination that empowers us to get up and try again, no matter what the circumstances. We have seen time and again that the most successful businesses are resilient enough to bounce back from any crisis. What’s less clear is how such successful firms encourage resilience in their ranks.
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Tags: company resilience, employee engagement, Leadership, Management, resilience
Posted in Engaged Employees | No Comments »
November 5th, 2009
In his timeless work How to Win Friends and Influence People (1936), Dale Carnegie traces all human motivation to one sensation: feeling important. Quoting American philosopher John Dewey, Carnegie emphasizes “that the deepest urge in human nature is ‘the desire to be important.’” Flash forward to 2009, when the most innovative business leaders are applying Carnegie’s dictum to the workplace through Employee Engagement Management. More than just an “HR buzzword,” Employee Engagement Management is a leadership approach that values each employee’s well being and input, with the understanding that passionate, engaged employees are more productive. This article will explain why gathering and implementing employee suggestions is an effective technique for improving both employee and customer engagement.
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Tags: Dale Carnegie, employee input, employee suggestions, Kaizen
Posted in Customer Service, Employee Service, Engaged Customers, Engaged Employees, Motivating Employees | 1 Comment »
November 3rd, 2009
As we recently discussed, long-term customers provide many financial benefits to your company. In fact, strengthening current accounts is one of the most effective methods of boosting profits. Recruiting new clients usually costs a pretty penny, so many world-class organizations focus on increasing up-selling and cross-selling to current customers instead. Unfortunately, many salespeople avoid these techniques because they are afraid that suggesting additional products or services could scare off customers. However, as long as you follow a few basic strategies, as outlined below, you can successfully cross-sell and up-sell to your current customers.
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Tags: Cross-selling, Relationship marketing, Up-selling
Posted in Customer Feedback, Customer Service, Engaged Customers | No Comments »
October 26th, 2009
Timing isn’t everything in employee engagement research, but it’s definitely important to consider. The best time to send out employee surveys varies according to each organization’s culture, history, and goals. If your firm has never conducted research before, an initial wave of surveys will set a starting point for employee engagement and any other factors you may choose to measure. As the results of this first survey will serve as a compass for future research, it’s a good idea to include as many employees as possible. Create a specific, generous time window for returning the surveys. A reminder email in the middle of fielding the survey will help garner additional responses. After your first round of research, your action plans, among other factors, will dictate when to survey your employees. Read the rest of this entry »
Tags: employee surveys, surveying employees
Posted in Employee Incentives, employee feedback, methodology | 1 Comment »
