As our previous post, “Bridging the Engagement Gap with Positive Psychology,” explained, the millennial field of positive psychology examines how people can become happier by focusing on the meaningful, positive aspects of their lives. Researchers who study positive psychology ask how, why, and when positive emotions surface, and what individuals and institutions can do to increase happiness. Here at PeopleMetrics, we see happiness fitting into the passion part of our equation for Customer, Employee, and Physician Engagement. We weren’t surprised, then, to find that the founders of positive psychology also emphasize engagement.
Archive for the ‘Engaged Employees’ Category
Using Positive Psychology to Boost Workplace Morale, Engagement
Wednesday, July 7th, 2010Creating a Customer-Centric Organization
Thursday, May 20th, 2010
Is your organization customer-focused? This is a useful question anytime, but the recession of the last year has made your answer crucial. As the economy turns around, customer-centric organizations will be best equipped to take advantage of growing consumer confidence, as they will have the best understanding of the needs and wants of their audience. As Inc. magazine reported back in September, a few companies are actually growing in the recession. Some are forming new partnerships. Others are taking advantage of the talent in the marketplace and building a more effective workforce. In this post, we’ll focus on a third route to recession success: developing new services that customers really want. For instance, a dry-cleaning company featured in the Inc. article is developing an online service to allow its customers to track when their dry cleaning order is ready.
3 Techniques for Customizing Customer Service
Wednesday, April 28th, 2010
We live in an individualistic era. A mere hundred years ago, when our grandparents were youths, most people didn’t have access to the perfect music to match their personality and mood. They couldn’t pull up any newspaper in the world within seconds, as we can online. In this way, the 20th century saw a tremendous shift toward individualization. Technological innovations have brought a world of information and entertainment to our fingertips. And yet, most firms’ marketing strategies have not kept pace with modern technological capabilities. A few online retailers, such as Amazon, are indeed altering product offerings, sales, and even website appearance according to the individual consumer’s preferences and purchasing history. But this sort of approach is hard to find offline.
Bridging the Engagement Gap with Positive Psychology
Monday, April 12th, 2010
A gap separates good companies from great ones. Shrinking this gap results in better employee performance, lower operating costs, and increased customer engagement. What is this one seemingly magical rift that separates surviving companies from thriving companies? The engagement gap.
The Link Between Employee Engagement and Customer Engagement
Thursday, March 18th, 2010
Henry Ford once said, “A business that makes nothing but money is a poor business.” Here at PeopleMetrics, we state that maxim a little differently: A business that focuses on nothing but customer sales will under-perform. That may sound counter-intuitive, but it’s true because your customer doesn’t operate in a vacuum. Consciously or subconsciously, your customer decides how much to spend and whether or not to return to your brand. Our research shows that this decision is often based on the customer’s emotional experience with your employees.