Better experiences – every customer and employee wants them, businesses want to provide them, and solutions providers promise them. But how does one actually track something as elusive as an “experience”? The following is an introduction to how we help companies measure their delivered experiences.
Archive for the ‘Engaged Employees’ Category
The People Metric: Measuring Experiences
Tuesday, January 31st, 2012Brand Ambassadors: How People Bring Your Brand to Life
Thursday, January 19th, 2012
Last year we launched our first annual Brand Ambassador Awards. We have found over the past 10 plus years of working in customer and employee engagement that every company has individuals in it who continually go above and beyond for clients. Using customer feedback we uncover their stories.
Understanding the Employee Experience
Wednesday, January 11th, 2012
Engaging employees can be a daunting task, and with all of the jargon out there, it’s easy to get lost and not know what next steps to take. In this post, we examine the eight dimensions of our Employee Engagement model, illustrated with real-life examples of companies who embody what these drivers are all about.
Improving the Customer Experience in the Insurance Industry
Tuesday, December 13th, 2011Shopping for insurance tends to be one of life’s less enjoyable moments – it’s difficult, time-consuming, and simply stressful. Data from our Most Engaged Customer study shows that the average Insurance engagement (ignoring the outlier that is USAA) is 42%, 9 points below the Engagement average across industries, as seen in the chart below.
Using the Voice of Your Employees (VoE) to Improve the Employee Experience
Wednesday, November 16th, 2011
Employee engagement surveys have become an HR staple. In spite of their prevalence, a recent survey by TLNT and HRmarketer revealed that many of these surveys are a wasted effort: